Role & responsibilities

1. Train the Team on the Craft of the Conversation

- Design and deliver structured training on how counsellors engage students and families how to open a conversation, understand a students aspirations, communicate the Masters Union story with clarity and conviction, address concerns and objections, and guide students confidently toward the next step in their application.

- Build and maintain a practical training toolkit pitch frameworks, talk-tracks, objection-handling guides, FAQs and role-play scenarios and keep it current as the institution and its offerings evolve.

- Run regular role-plays, mock conversations and practice sessions so every counsellor can apply what they learn in real student interactions.

1. Own Onboarding, Training & Continuous Re-Training

- Take full ownership of training across the entire team both new joiners and experienced members ensuring everyone is brought to, and kept at, a high and consistent standard.

- Run ongoing refresher and re-training programs for existing members to correct drift, introduce improvements, and keep the whole team sharp as expectations and messaging change.

1. Quality Assessment & Monitoring

- Assess the quality of counsellor conversations through call and interaction reviews, evaluated against clear, well-defined quality parameters.

- Identify gaps in knowledge, approach or communication, and translate what you observe into specific, actionable coaching for each counsellor.

- Track quality trends across the team over time and use them to shape training priorities and continuously raise the overall standard.

1. Hand-Hold & Uplift Bottom Performers





- Take personal ownership of the teams bottom performers diagnosing where each of them is struggling and building tailored, hands-on improvement plans.

- Provide close, patient, one-on-one support shadowing, live feedback and repeated practice to bring them up to standard and help them rebuild confidence.

- Track their progress closely and stay with them until improvement is visible and sustained.

1. Partner with Team Leaders on Continuous Feedback

- Work closely with Team Leaders, giving them regular, specific feedback on the performance anddevelopment needs of each of their team members.

- Share clear observations and recommendations so TLs can reinforce training on the floor and support their teams day to day.

- Build a tight, two-way feedback loop with TLs so coaching, quality and on-ground management stay aligned and consistent.

Preferred candidate profile

- Prior experience in a trainer role, with a proven ability to build capability and improve how a student-facing or customer-facing team performs in conversations.

- Excellent communication and interpersonal skills, with the presence and clarity to be a credible role model for the team.

- Well-presented and professional — someone counsellors naturally look to and learn from.

- Robust coaching instincts — able to observe a conversation, pinpoint exactly what to improve, and give feedback people can act on.

- Comfortable operating in a dynamic, fast-changing environment, moving fluidly between training, assessment, coaching and feedback.

- A genuine interest in developing people and taking ownership of their growth and success.

📌 Trainer - Admission Counsellor (Gurugram)
🏢 Shanti Informatics
📍 Gurugram