Job Information
SquadStack Process Trainer - Insurance in Noida, India
About Us:
Squad combines crowdsourcing and AI in one platform to help solve large-scale operational processes. Humans are great at solving complex tasks but perform poorly at repetitive tasks, whereas ML works great with bounded repetitive problems & fails with open issues. We see ML & a distributed workforce as two key phenomenon's that would drastically change how work gets done.
Our product:
SquadStack (https://www.squadiq.in/): Our elastic distributed team of 2000+ trained call agents reach out to prospective inbound leads within minutes and effectively nurture and qualify them for sales teams, making sales for the client extremely streamlined and predictable. We also optimize several call variables to create a significant increase in conversions. Customers include fintech, ed-tech, and commerce players in India. Deck (https://bit.ly/3jhrDCc).
After seeing impressive growth in India, we're launching in the US Real Estate market, where we work with brokerage teams to help qualify sales leads. This candidate would be one of the early members to launch this market.
Requirement:
Bachelor's degree or equivalent
Should have sales and term insurance background with at least 2-3 years of experience minimum and only 1 job role change.
Worked as a tele caller and trained a team in insurance for at least 1 year.
Experience is health, motor and term together will be an added advantage.
Fluent majorly English and knows Hindi as well in writing and speaking.
Prior BPO experience as a Trainer would be an added advantage.
Knowledge of learning and development trends and best practices will be an added plus
Excellent presentation skills
Excellent written & spoken communication skills Expert in word, PPT, Excel tools & MIS and data management
Curiosity to learn and leverage new learning tools, systems, or methods of working
Prior experience on LMS would be an added advantage
Multiple Regional language abilities would be an added advantage
Role Expectations:
At scale, every trainer will be assigned to 4-5 businesses at a time and will report to a Training Manager.
Process trainers will own agent performance (Definition of Performance: Quality and Conversion of the Agents) in a business assigned to them
Trainer should dedicate time to listening to call recordings, updating script and other process materials etc., to keep on continuously improving the sales outcomes from the campaign
Should be able to look at numbers/ data on dashboards and track and manage performance of their agents
Responsibilities:
Collaborate with cross-functional teams to ensure training material / content quality and accuracy
Review the performance on dashboards and share feedback with the agents, coach them on a regular basis and recommend improvements in the product and process
Drafting and making necessary updates to training material (product deck, call script, FAQs, etc.)
Work with the content team to help validate the documents based on absorbance and feedback from the trainees
Keep updated with relevant information on customers' products and processes
Shadow agents to stay up to date with internal app/web-app product/process changes and challenges
Provide insights and instant feedback for correction and keep an eye on potential quality issues
Update details such as Training MIS, Training Calendar, Dashboard etc. for all your training sessions on a regular and timely basis
Utilize effective training activities like role plays, discussions, and mock/ practice calls to strengthen the agents' skills
Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide an action plan to improve/mitigate the same
Perform other tasks requested by the manager to reach team objectives or the company's objectives based on current needs
Why should you consider us seriously?
We have an audacious vision of reimagining how work gets done! We're one of the few applications of AI/ Machine Learning that actually has a massive market and business model to create a long-term valuable business rather than a short-term acquisition play!
In the last one year, we have built a product and solved problems for some of the largest brands in the world and tested the platform at scale (processed 100+ million units of data; 10+ million calls). We have plans to grow 10x in the next 1.5 years.
We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Blume Ventures, 91springboard, senior product execs at Square, Genpact & Flipkart; co-founders of Infosys, Snapdeal, SlideShare, Zomato, etc.)
Our platform empowers college students, stay-at-home mothers, and grey-collar workers as a stable source of income for working on their smartphones (Android App Link). Our contractors earn 3x of what a typical back office BPO employee makes. For us, this is truly impactful. Every day, we see success stories such as this one - how a single mother is sustaining herself. Empowering our contractors to be financially independent is a strong part of our vision!
This is just the beginning and we're here to change the world.
Logistics
Compensation: 6-7 LPA. (initially on a contractual basis for the first 6 months and then will be absorbed into direct payroll basis performance)
Joining Date: ASAP
Location: Noida
Please Note:
SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
