Executive/Senior Executive Training & Quality Assurance - Vikhroli

• 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
• 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, varied workplace welcoming to people of all backgrounds.