About the Role:
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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.
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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:
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Identify and analyse training needs (TNI - Training Need Identification & TNA - Training Need Analysis) & create actionable training plans based on it
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Conduct situation-based training and refresher sessions
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Teach communication and navigation skills effectively
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Create and update call scripts; conduct mock call sessions for various scenarios
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Develop training modules, scripts, mock sessions, and Product Knowledge Tests (PKTs)
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Perform random sampling and monthly call audits to identify process gaps
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Monitor and evaluate call performance to ensure consistent quality
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Use audit insights to improve training content and processes continually
Requirements
Key Result Areas:
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Training Needs Analysis
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Quality Monitoring
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Script Development
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Mock Call Sessions
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Call Audits
Competencies (Skills essential to the role):
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Excellent Communication Skills
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Training Delivery
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Logical Reasoning
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Effective feedback delivery
Benefits
What can you expect from RPCI?
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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:
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Service
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Relationships
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Teamwork
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Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
