Job Description:

We are hiring an experienced Call Center Trainer for a quick-paced customer-facing environment in Bangalore.

Key Responsibilities:
- Conduct induction, onboarding, refresher and certification training for new and existing employees.
- Deliver process, product, CRM, SOP and customer-handling training.
- Support agents during nesting and provide on-floor coaching.
- Conduct regular call audits and quality calibration sessions.
- Identify performance and knowledge gaps through QA scores, KPIs and business metrics.
- Conduct 1:1 coaching, feedback sessions and performance improvement plans (PIPs).
- Develop and maintain training decks, SOPs, scripts, objection-handling guides, assessments and FAQs.
- Analyze operational and quality metrics to identify training requirements.
- Work closely with Operations, Quality, HR and Product teams to improve productivity, quality and customer experience.
- Support training for new product launches,



process changes and CRM enhancements.

Required Skills:
- Strong communication, presentation and facilitation skills.
- Hands-on experience in Call Center Training / Process Training / Quality / Coaching.
- Good understanding of call audits and QA scorecards.
- Strong coaching and people-development skills.
- Ability to analyze KPIs and identify performance gaps.
- Good documentation and training-content creation skills.
- Proficiency in MS Office / Google Workspace and CRM platforms.

Eligibility:
- Graduate in any discipline.
- 35 years of relevant experience in Training, L&D;, Quality or Coaching.
- Mandatory experience in a Telecalling / Contact Center / BPO environment.
- Candidates with hands-on experience in call audits + training + coaching will be preferred.

📌 Call Center Trainer _ Bangalore (Bengaluru)
🏢 Xpheno
📍 Bengaluru