Business Enablement Specialist

Job Description

Responsibilities

• Develop comprehensive training plans covering product knowledge, revenue tools, and day-to-day sales operations (BAU activities).
• Facilitate onboarding training sessions for new joiners to ensure smooth integration and role readiness.
• Conduct both written and verbal assessments to evaluate the competency and progress of new team members.
• Coordinate with team leaders to organise and evaluate initial and final mock calls as part of the onboarding process.
• Design and deliver refresher training sessions on product and process updates, incorporating various assessment methods such as monthly quizzes, verbal evaluations, and mock calls.
• Partner with team leaders and regional heads to ensure training requirements are fulfilled and standard operating procedures (SOPs) are consistently followed.
• Maintain and update training documentation to ensure clear tracking, consistency, and alignment across training initiatives.

Quality Assurance & Coaching

• Conduct call quality evaluations based on established QA criteria to ensure adherence to standards and enhance customer interactions.
• Deliver weekly call coaching and feedback sessions to support continuous improvement and skill development of sales associates.
• Monitor chat interactions and agent responses, identify performance gaps, and collaborate with team leaders to implement improvement plans.
• Perform root cause analysis on sales challenges and inefficiencies; recommend and document process improvements to enhance operational effectiveness.
• Actively engage in calls and chats to stay up to date with product knowledge and maintain a high level of effectiveness in the QA role.
• Prepare and present weekly reports highlighting key sales issues, performance pain points, and actionable recommendations for process optimisation.
• Perform additional tasks as and where assigned to support team and organisational goals.
• Understand Axi’s products, services, and stay updated on the latest announcements and developments.

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