Sales & Process Trainer

We're looking for a hands-on Sales and Support Trainer who can turn new and existing customer-care executives into confident, product-fluent performers across both inside sales (tele-calling) and customer support (voice/chat). You'll own onboarding, ongoing product training, and quality coaching, making sure every agent can explain Bachatt simply, pitch SIPs persuasively, and resolve user issues with empathy and accuracy. This is a build-from-scratch role: you'll design the training curriculum, content, and certification standards that the team runs on.
The candidate will have responsibilities across the following functions:
Product and Onboarding Training:
Onboard every new sales and support hire on the Bachatt product daily SIPs, mutual funds, returns, withdrawals, KYC, PAN, UPI mandates, and the overall savings journey.
Translate financial and fintech concepts into simple, relatable language agents can use with shopkeepers, gig workers, and daily earners.
Build and maintain a structured training curriculum: modules, decks, mock calls, role-plays, and quick-reference guides.
Run regular refresher and upskilling sessions as the product, features, and policies evolve.
Inside Sales Enablement:
Train callers on pitching SIP activations, objection handling, and converting warm inbound leads.
Coach on call openings, cohort-specific scripts, and closing techniques that lift conversion.
Sit in on live and recorded calls to give targeted, practical feedback.
Customer Support Enablement:
Train support agents (voice/chat) on resolving common queries: withdrawals, UPI issues, KYC, PAN, and account questions within SLAs.
Teach escalation flows, SOP usage, and the balance of empathy with efficiency.
Help build and keep the knowledge base and support scripts accurate and easy to use.
Quality, Assessment and Content:
Certify agents through assessments and mock evaluations before they go live.
Audit calls and chats for quality, flag gaps, and run focused coaching loops.
Partner with product, operations, and the Customer Service Manager to keep training aligned with reality and to surface recurring user pain points.
Embed compliance and data-protection practices (including DPDP requirements) into all training.
Requirements:
Minimum 2+ years in training, L& D, or quality coaching, ideally for sales and/or support teams.
Strong communication in Hindi and English (written + verbal); able to explain finance simply.
Comfortable with financial products (mutual funds, SIPs) or a quick, eager learner of them.
Familiarity with CRM/telephony/chat tools (e. g., Zoho, Freshdesk, Exotel, etc. )
Ability to create training content decks, scripts, role-plays, assessments.
Prior experience in a fintech/startup or BFSI environment preferred.
Patient and energetic, knows how to motivate, correct, and certify without losing the room.
What Success Looks Like:
New hires ramp faster and hit sales/support targets sooner after onboarding.
Consistently high call and chat quality scores across both teams.
Strong SIP conversion from warm leads and 90%+ tickets resolved within 24 hours.
A confident, product-fluent, customer-friendly team that improves month over month.

Experience
1-5 yrs