Job Description:

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

Key Responsibilities:
Conduct induction, onboarding, refresher and certification training for recent 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