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 itConduct situation-based training and refresher sessionsTeach communication and navigation skills effectivelyCreate and update call scripts; conduct mock call sessions for various scenariosDevelop training modules, scripts, mock sessions, and Product Knowledge Tests (PKTs)Perform random sampling and monthly call audits to identify process gapsMonitor and evaluate call performance to ensure consistent qualityUse audit insights to improve training content and processes continuallyRequirementsKey Result Areas:Training Needs AnalysisQuality MonitoringScript DevelopmentMock Call SessionsCall AuditsCompetencies (Skills essential to the role):Excellent Communication SkillsTraining DeliveryLogical ReasoningEffective feedback deliveryBenefitsWhat 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:ServiceRelationshipsTeamworkResponsibilityDEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

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.

Rentokil Initial provides services that protect people and enhance lives.We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.Does this sound like the company for you? Have a look at our vacancies below!

Rentokil Initial provides services that protect people and enhance lives.

We protect people from the dangers of pest-borne disease and the risks of poor hygiene. We enhance lives with services that protect the health and wellbeing of people, and the reputation of our customers’ brands.

We are always looking for hardworking, energetic and enthusiastic individuals to join our business. We're a very welcoming company, many of our colleagues see each other as their family!

Our main brands are Rentokil, Initial and Ambius who provide services including pest control, washroom solutions, specialist hygiene, medical waste disposal, property care and also interior/exterior landscaping for companies within any industry.

We have over 1800 local service teams across the world covering 91% of global GDP in over 90 of the world’s 100 largest cities across North America, Europe, UK and the Rest of World, Asia and the Pacific.

Our main drive is to offer outstanding and consistent customer service, to support our colleagues and promote colleagues from within, all whilst making sure we have the best health and safety standards possible - we want everyone to get home safely.

Does this sound like the company for you? Have a look at our vacancies below!