01Overview
Role & responsibilities
Prior experience training frontline sales/customer support teams (calling, inperson customer handling, or hybrid roles) strongly preferred
Experience conducting newhire training and running certification/mock assessments is a plus
Demonstrated experience applying Instructional Design methodology (needs analysis, learning objective design, content structuring, evaluation) - not just running pre built decks.
Key Skills
Strong grounding in Instructional Design strategies, Bloom's Taxonomy, and adult learning principles (e.g., andragogy, experiential learning)
Ability to design needbased, objectivedriven curricula rather than adapting generic templates
Strong facilitation and classroom management skills- ability to engage, energize, and hold attention of large batches (20-40 trainees)
Excellent spoken and written communication skills in English and Hindi
Strong contentcreation skills-PPTS, workbooks, facilitator guides, assessment rubrics, job aids-built independently
Comfortable with data tracking trainingtoperformance correlation (conversion %, NPS, QA scores) and using it to refine curriculum
Strong stakeholder management-working across Ops, QA, and Process teams to align training with business priorities
Coaching mindset able to give individualized feedback and run targeted interventions for low performers
Adaptability - able to redesign or recalibrate content quickly as processes, products, or business priorities evolve
Presentation and storytelling skills-able to make technical/process content engaging and memorable .
