Job Responsibilities:
Conduct language training sessions for individuals and groups, focusing on
improving communication skills and soft skills, including verbal and
non-verbal communication
Develop and implement sales training programs, including workshops and
one-on-one coaching sessions.
Provide support and guidance to agents, helping them overcome language
barriers and build confidence in their communication skills
Serve as the liaison between Quality/Operations/Training from a learning and
development perspective.
Ability to analyze performance data from a Sales/Customer experience
perspective and provide actionable insights
Develop and execute strategies to improve CSAT/Sales metrics through engaging
contests and refresher initiatives.
Conduct assessments to identify areas of improvement and implement action
plans accordingly.




Perform training needs analysis, prepare action plans, and report on
progress and improvements.
Lead refresher training sessions based on TNI findings and conduct
calibration sessions.
Familiarity with call monitoring, TNI (Training Needs Identification), and
implementation of improvements.
Work closely with current hires to enhance their communication skills and ensure
consistent performance.
Document coaching sessions and track progress to measure the impact of
training efforts.
Stay up-to-date with industry trends, sales techniques, and market
conditions.
Solid collaboration with internal partners (Quality/Operations/Training) to
ensure metrics are met

📌 Lead Associate Gurugram
🏢 IGT solutions
📍 Gurugram