Telemarketing Trainer

Key Responsibilities

Training & Development (Primary Role)

• Training Needs Analysis – Identify knowledge gaps and skill deficiencies in telemarketing agents through performance data, feedback, and observation.

• Program Design – Develop training modules, materials, and scripts that align with company sales goals, compliance policies, and brand standards.

• Training Delivery – Conduct onboarding training for new hires and refresher sessions for existing agents (classroom and on-the-job).

• Skill Coaching – Provide one-on-one or group coaching based on performance metrics and QC feedback.

• Training Evaluation – Assess training effectiveness through post-training tests, call monitoring results, and sales performance.

• Documentation – Maintain up-to-date training manuals, agent scorecards, and attendance records.

Quality Control Backup (Secondary Role)

• Call Monitoring – Monitor inbound and outbound calls to ensure adherence to scripts, compliance requirements, and quality standards.

• Scoring & Feedback – Evaluate call quality using QC scorecards, document findings, and provide constructive feedback to agents.

• Compliance Oversight – Flag potential compliance violations and escalate to the QC Lead/Manager.

• Reporting – Assist in compiling QC reports for management review.

• Continuous Improvement – Work with the QC team to align training content with identified quality gaps.