Trainer – Learning & Development

Keka Inc.; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Keka Inc. is seeking a Training Specialist to conduct New Hire Training (NHT) and On‑the‑Job Training (OJT) for sales and operations teams, covering product, process, system, and customer interactions.

You will deliver product and process training aligned to business needs and performance gaps, and use evaluations to ensure readiness. You will create and update training materials, run knowledge checks, track post‑training performance against KPIs, and coach on-floor to improve communication,

Qualifications

• Good communication, presentation, and facilitation skills.
• Strong understanding of training delivery, coaching, and learning techniques.
• Comfortable conducting both classroom and floor-based training.
• Ability to identify performance gaps and recommend suitable training interventions.

Responsibilities

• Conduct New Hire Training (NHT) and OJT for sales and operations teams, covering product, process, system, and customer-handling skills.
• Deliver product, process, sales, and refresher training based on business requirements and performance gaps.
• Conduct regular knowledge assessments, role plays, simulations, and certifications to evaluate learner readiness.
• Work closely with Operations and Quality teams to identify TNIs and convert performance gaps into focused training interventions.
• Provide floor coaching and real-time feedback to improve agent performance, communication, sales approach, and process adherence.
• Track post-training performance and measure whether training is creating improvement in business and quality KPIs.
• Create and regularly update training decks, SOPs, job aids, assessments, and other learning materials.
• Conduct dipsticks and knowledge checks to identify recurring knowledge or process gaps on the floor.
• Maintain training records, attendance, assessment scores, certification status, and training effectiveness reports.

Skills

Communication

Presentation

Facilitation

Coaching

Learning techniques

Job description

• Conduct New Hire Training (NHT) and OJT for sales and operations teams, covering product, process, system, and customer-handling skills.
• Deliver product, process, sales, and refresher training based on business requirements and performance gaps.
• Conduct regular knowledge assessments, role plays, simulations, and certifications to evaluate learner readiness.
• Work closely with Operations and Quality teams to identify TNIs and convert performance gaps into focused training interventions.
• Provide floor coaching and real-time feedback to improve agent performance, communication, sales approach, and process adherence.
• Track post-training performance and measure whether training is creating improvement in business and quality KPIs.
• Create and regularly update training decks, SOPs, job aids, assessments, and other learning materials.
• Conduct dipsticks and knowledge checks to identify recurring knowledge or process gaps on the floor.
• Maintain training records, attendance, assessment scores, certification status, and training effectiveness reports.

Candidate Profile

• Minimum 1 year of experience as a Trainer / Process Trainer / Sales Trainer.
• Good communication, presentation, and facilitation skills.
• Strong understanding of training delivery, coaching, and learning techniques.
• Comfortable conducting both classroom and floor-based training.
• Ability to identify performance gaps and recommend suitable training interventions.
• Good stakeholder management and reporting skills.
• Experience in Sales / Customer Service / BPO / Operations training will be preferred.
• Experience in the Agriculture, Agri-input, or Agri-tech sector will be an added advantage.