Role Purpose *NIGHT SHIFT*
The Process Trainer is the custodian of execution excellence. This role ensures that every agent operates with product mastery, system accuracy, and absolute compliance, creating the operational foundation on which revenue performance is built.
While soft skills drive persuasion, process mastery prevents failure. The Process Trainer ensures agents know what to do, how to do it, and why it atters, every single time.
Core Objectives
- Accelerate time-to-productivity for new hires
- Ensure process adherence, system accuracy, and regulatory compliance
- Prevent process-driven revenue leakage and compliance risk
- Institutionalize continuous learning and SOP discipline
Key Responsibilities
1. Onboarding & Ramp-Up Excellence
- Own end-to-end new hire onboarding for US outbound sales (Solar)
- Deliver structured training on:
- Product & offer understanding
- Dialer workflows and CRM usage
- Call dispositions, wrap-up, and data hygiene
- Drive time-to-productivity ≤ 10–15 days
- Ensure certification pass rate ≥ 95%
- Actively reduce early attrition (30–60 days) to ≤ 10%
2. Process & System Mastery
- Train agents on:
- Approved scripts and call flows
- CRM accuracy and documentation standards
- Correct dispositioning and follow-up logic
- Dialler usage and system compliance
- Track and improve:
- Script Adherence Scores
- CRM Accuracy (Target ≥ 98%)
- Disposition Correctness
- Wrap-Up Compliance
3. Compliance & Risk Prevention
- Ensure absolute adherence to:
- TCPA & DNC regulations
- Recording consent requirements
- POSH awareness and certification
- Act as first line of defence against compliance violations
- Drive zero process-driven violations across the floor
4. SOP Ownership & Continuous Improvement
- Maintain and refresh SOPs in line with:
- Process changes
- System updates
- Compliance revisions
- Deliver:
- Quarterly SOP updates
- Knowledge refreshers and PKTs
- Floor-wide certification on changes (Target: 100%)
- Drive high change adoption rates across agents
Key KPIs & Success Metrics
- Time-to-Productivity: ≤ 15 days
- Certification Pass Rate: ≥ 95%
- Early Attrition (30–60 days): ≤ 10%
- CRM Accuracy: ≥ 98%
- Disposition Error Reduction: ≥ 40%
- PKT Scores (Floor Average): ≥ 95%
Experience & Profile
- 3+ years in US outbound call centre training (Solar preferred)
- Strong knowledge of TCPA, DNC, and compliance frameworks
- Hands-on CRM & dialler training experience
- Detail-oriented, structured, and audit-ready mindset
- Ability to simplify complex processes without losing rigor
Pay: ₹12,614.38 - ₹40,000.00 per month
Work Location: In person
