• This role is responsible for driving sales performance and capability development through targeted coaching, structured training, and ongoing quality monitoring. The position strengthens frontline effectiveness by identifying skill gaps, delivering tailored upskilling initiatives, and reinforcing best-practice behaviours. Working closely with Team Leaders and Heads of Delivery, the role also ensures coaching consistency, supports QA alignment, and provides insights that help improve processes, compliance, and overall operational performance.

Job Responsibilities

• Coaching & Development – Conduct regular one-on-one and group coaching sessions focused on sales techniques, pitch improvement, and objection handling.
• Performance Monitoring – Review QA results, conversion rates, and AHT metrics to identify gaps and prioritize coaching interventions.
• Implement dip testing and call monitoring to track progress and reinforce learning.
• Training & Upskilling – Deliver structured training programs, including role-play sessions, calibration exercises, and micro-modules on compliance and product knowledge.
• Support QA reset programs and ensure alignment with lesson plans covering system navigation, vulnerability handling, and sales scorecard requirements.
• Collaboration & Reporting – Work closely with Team Leaders and Heads of Delivery to review coaching documentation and ensure consistency.
• Share insights and recommendations with operations and training teams to address systemic gaps.