Trainer & Auditor

**1. Training & Development**
- Conduct onboarding training for new team members (counselors, PROs, call center staff)
- Design and deliver ongoing skill enhancement sessions (e.g., objection handling, empathy, CRM usage)
- Maintain training materials, scripts, and SOP documents in updated formats
- Conduct mock calls, role plays, and feedback reviews regularly

**2. Quality Audits**
- Listen to a sample set of daily calls, patient interactions, and CRM updates
- Identify deviations from call scripts, tone, empathy, and process adherence
- Share individual feedback with team members + maintain audit scoring sheets
- Highlight common errors, trends, and areas for improvement to management

**3. Performance Monitoring Support**
- Support monthly performance reviews with inputs on quality, not just quantity
- Maintain dashboards for audit scores, repeat errors, training completion, etc.
- Collaborate with team leads to align on feedback plans and improvement tracking

**4. Process & SOP Ownership**
- Ensure SOPs are being followed across departments
- Recommend updates to scripts and processes based on patient feedback and team behavior
- Coordinate with tech/CRM team for aligning automation with operational needs

Pay: ₹15,000.00 - ₹25,000.00 per month

Schedule:

- Morning shift

Work Location: In person