Learning & Development Manager, Digital Platforms (Hyderabad)

Job Summary:The Training and Quality Manager for Telesales and Service is responsible for driving performance excellence by designing and executing impactful training programs and quality assurance frameworks for inside sales teams and customer service representatives. This role will ensure consistent delivery of high-quality learner interactions that improve conversions, retention, and customer satisfaction in a rapid-paced EdTech environment.Key Responsibilities:Training & Development:Develop and deliver structured onboarding and refresher training programs for telesales executives and service teams on EdTech product knowledge, CRM usage, pitch structuring, objection handling, compliance, and soft skills.Conduct regular training needs analysis (TNA) based on call audits, sales data, and feedback from team leads/managers.Create training content (scripts, roleplays, microlearning modules) tailored to different customer profiles and sales cycles.Drive performance enablement initiatives such as coaching clinics, mock calls, and product Management:Define and implement call quality parameters, SLAs, and evaluation rubrics for telesales and customer service calls.Conduct regular audits of inbound and outbound calls to assess compliance, customer centricity, and communication quality.Provide actionable feedback and improvement plans to underperforming team members in collaboration with team leads.Ensure adherence to sales ethics, regulatory compliance (if applicable), and internal SOPs.Publish periodic quality scorecards and reports to leadership.Performance Analysis & Reporting:Track KPIs such as conversion rates, talk-to-sale ratios, call handling time, first-call resolution (FCR), CSAT, and QA scores.Maintain training calendars, attendance, assessments, and post-training performance improvement tracking.Recommend targeted interventions to improve conversion, reduce churn, and enhance learner engagement.Collaboration & Communication: