Trainer/Quality Analyst/Team Lead- Telesales

Shining Stars Institution & travels; Gurugram District; On-site; INR 540,000 - 700,000; Full time

Job summary

Shining Stars ITPL in Gurugram is hiring for Team Lead, Trainer, and Quality Analyst roles in the Telesales/Insurance/BPO domain. Immediate joiners preferred, with a hybrid focus on performance and quality metrics.

The positions require 3+ years in Sales/Telesales and at least 1 year in the respective domain. Strong coaching, reporting, and MS Office skills are essential, with exposure to MIS and customer service standards.

Qualifications

• Minimum 3 years of overall experience in Sales / Telesales.
• Minimum 1 year of relevant experience in the respective domain — Team Lead / Trainer / Quality Analyst.
• Experience in BPO, Telesales, Insurance, Banking, or Financial Services will be preferred.
• Strong communication and interpersonal skills.
• Good knowledge of sales, telesales, customer handling, and team management.
• Strong coaching, analytical, problem-solving, and decision-making skills.
• Proficiency in MS Office (Excel, Word, PowerPoint) and MIS reporting.
• Candidates with experience in Health Insurance / Insurance Telesales will be preferred.

Responsibilities

• Manage, motivate, and monitor telesales teams to achieve business and performance targets.
• Monitor daily productivity, sales performance, conversion, and quality metrics.
• Conduct regular call monitoring, quality audits, and provide constructive feedback.
• Identify performance and process gaps and implement corrective actions.
• Conduct induction, process, product, refresher, and remedial training for employees.
• Train team members on product knowledge, telesales techniques, communication, customer handling, and sales processes.
• Conduct coaching, calibration sessions, team huddles, and performance review sessions.
• Prepare and maintain daily, weekly, and monthly MIS and performance reports.
• Analyze team performance and identify opportunities for improvement. Ensure adherence to process, quality, compliance, and customer service standards.
• Work closely with Team Leaders, Trainers, and QA teams to improve overall team performance.
• Handle escalations and support the team in resolving customer and process-related issues.

Skills

Sales/Telesales

Team management

Coaching

Analytical thinking

MIS reporting

MS Excel

Tools

MS Office (Excel, Word, PowerPoint)

Job description

Hi Job Seekers,

Greetings from Shining Stars ITPL

Location: Gurugram

We are hiring for Team Lead / Trainer / Quality Analyst positions for an exciting opportunity in the Telesales / Insurance / BPO domain.

Package:

• Team Lead / Quality Analyst Up to 5.4 LPA
• Trainer – Up to 7 LPA

Job Type:

Full-Time | Immediate Joiners Preferred

Responsibilities:

• Manage, motivate, and monitor telesales teams to achieve business and performance targets.
• Monitor daily productivity, sales performance, conversion, and quality metrics.
• Conduct regular call monitoring, quality audits, and provide constructive feedback.
• Identify performance and process gaps and implement corrective actions.
• Conduct induction, process, product, refresher, and remedial training for employees.
• Train team members on product knowledge, telesales techniques, communication, customer handling, and sales processes.
• Conduct coaching, calibration sessions, team huddles, and performance review sessions.
• Prepare and maintain daily, weekly, and monthly MIS and performance reports.
• Analyze team performance and identify opportunities for improvement.Ensure adherence to process, quality, compliance, and customer service standards.
• Work closely with Team Leaders, Trainers, and QA teams to improve overall team performance.
• Handle escalations and support the team in resolving customer and process-related issues.

Eligibility & Experience:

• Minimum 3 years of overall experience in Sales / Telesales.
• Minimum 1 year of relevant experience in the respective domain — Team Lead / Trainer / Quality Analyst.
• Experience in BPO, Telesales, Insurance, Banking, or Financial Services will be preferred.
• Strong communication and interpersonal skills.
• Good knowledge of sales, telesales, customer handling, and team management.
• Strong coaching, analytical, problem-solving, and decision-making skills.
• Proficiency in MS Office (Excel, Word, PowerPoint) and MIS reporting.
• Candidates with experience in Health Insurance / Insurance Telesales will be preferred.

• Immediate joiners preferred.

Contact: Kaynat – 8957778258

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