About the Role:
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

Perks

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.

📌 Executive/senior Executive Training & Quality Assurance Vikhroli Mumbai (India)
🏢 Rentokil Initial
📍 India