Group Manager (Call Quality & Training)

GROUP MANAGER (Training & Quality) –99Acres.com

Job Summary: Highly skilled and dynamic Sales Trainer with the ability to deliver comprehensive training programs to our sales team. This individual will also be responsible for training on our products, systems like ERP, CRM and other internally used systems. The ideal candidate will be an expert in both sales processes and capability building, able to blend product knowledge with practical sales techniques to drive performance and ensure operational efficiency.

Key Responsibilities:

Product & Sales Training for New Hires (NHT):

 Deliver engaging training programs focused on product knowledge, sales skills, negotiation techniques, and strategies.

 Conduct role-playing sessions, mock calls, and other practical exercises to build sales proficiency and confidence.

 Get all new hires evaluated and certified by branch managers within set timelines

Training for existing Teams:

 Constantly educate the sales team on product enhancement, modifications and knowledge ensuring a deep understanding of our platform offerings.

 Answer on-going concerns that are raised promptly and efficiently

 Develop materials and presentations to communicate product features, benefits, and competitive positioning effectively. Systems Training:

 Train the sales team on using Internal Sales systems effectively for managing customer relationships, sales pipeline, and overall operational tasks.

 Create training guides and provide one-on-one or group training on new system features or updates.

Quality Assurance & Process Improvement:

 Develop and implement quality assurance frameworks to ensure high service delivery standards.

 Monitor calls, chats, and emails to assess adherence to processes, compliance, and customer service standards.

 Provide regular feedback, coaching, and improvement plans for underperforming team members.

 Identify gaps in processes and recommend corrective actions to enhance efficiency and customer satisfaction.

Collaboration:

 Work closely with the product, sales, operations and other HO teams to ensure alignment in training content.

Skills Required :

 Strong understanding of sales processes, techniques, and best practices.

 Proficiency in using and teaching internal sales software.

 Excellent presentation and communication skills.

 Ability to engage and motivate diverse teams.

 Strong organizational and time-management skills