Trainer

Job Title: Process Trainer / Quality and Trainer

Company: Radical Minds Technologies Pvt. Ltd.

Location: Bangalore (Key sites: Bommanahalli / Silk Board / BTM Layout / HSR Layout)

Work Arrangement: Full-Time, On-site (Work from Office)

Shift Timings: Generally 9:30 AM – 6:30 PM (6 days a week; flexibility required based on batch requirements)

Job SummaryRadical Minds Bangalore is seeking an experienced and enthusiastic Process Trainer. In this role, you will lead the end-to-end training lifecycle—from onboarding new customer support executives to upskilling existing floor agents. You will closely collaborate with operations to design localized training modules, deliver impactful learning experiences, and ensure high certification rates to meet client service-level agreements (SLAs).

Key Responsibilities

• Training Delivery: Conduct comprehensive New Hire Training (NHT) batches covering client-specific processes, domestic/international voice and non-voice processes, tool navigation, and customer etiquette.
• Module Customization: Design, update, and manage interactive training modules, assessment quizzes, and mock-call scenarios tailored to localized campaign requirements.
• Throughput & Certification: Assess trainee progress through structured daily milestones, monitoring performance and ensuring only quality-certified agents transition to the production floor.
• Floor Support & Refresher Training: Provide nesting/hyper-care support to fresh graduates and new hires. Deliver targeted refresher training for tenured agents experiencing performance dips in coordination with the Quality Assurance (QA) team.
• Reporting & Governance: Maintain real-time data tracking including attendance sheets, training throughput percentages, assessment scores, and training-to-production conversion metrics.
• Requirements & Qualifications

Education:

• Minimum of a Graduate degree in any discipline.
• Experience: 1 to 2+ years of verified experience as a Process Trainer or Quality Trainer within a BPO/Call Center environment.
• Language Proficiency: Fluency in English, Hindi, and Kannada is highly preferred to support both regional and national voice customer service accounts.
• Domain Knowledge: Solid understanding of inbound/outbound customer support dynamics, call metrics (FCR, CSAT, AHT), and feedback delivery models.
• Technical Skills: Comfortable tracking training data via Microsoft Excel/Google Sheets and creating clear presentation decks.
• Compensation & BenefitsSalary Structure: ₹25,000 to ₹35,000 per month (Negotiable based on domain experience, current package, and interview clearance).
• Perks: Standard statutory benefits (PF, ESIC as applicable) and a fast-paced corporate environment favoring quick career progression.