Call Center Trainer _ Bangalore (Koramangala)

Job Description:

We are hiring an experienced Call Center Trainer for a fast-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.