Training & Quality Assurance Executive

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. Experience Level Mid Level