- The Executive/Senior Executive will be responsible for the identification, delivery, and evaluation of training and quality initiatives to enhance team performance and process effectiveness.
- The incumbent will report to the Head - Contact Centre. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
- Identify and analyse training needs (TNI - Training Need Identification & TNA - Training Need Analysis) & create actionable training plans based on it
- Conduct situation-based training and refresher sessions
- Teach communication and navigation skills effectively
- Create and update call scripts; conduct mock call sessions for various scenarios
- Develop training modules, scripts, mock sessions, and Product Knowledge Tests (PKTs)
- Perform random sampling and monthly call audits to identify process gaps
- Monitor and evaluate call performance to ensure consistent quality
- Use audit insights to improve training content and processes continually
Requirements
Key Result Areas:
- Training Needs Analysis
- Quality Monitoring
- Script Development
- Mock Call Sessions
- Call Audits
Competencies (Skills essential to the role):
- Excellent Communication Skills
- Training Delivery
- Logical Reasoning
- Effective feedback delivery
Benefits
What can you expect from RPCI?
- Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
- Service
- Relationships
- Teamwork
- Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, diverse workplace welcoming to people of all backgrounds.