About this role
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 continuallyRequirements
Key Result Areas:
Training Needs AnalysisQuality MonitoringScript DevelopmentMock Call SessionsCall Audits
Competencies (Skills essential to the role):
Excellent Communication SkillsTraining DeliveryLogical ReasoningEffective feedback deliveryBenefits
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:ServiceRelationshipsTeamworkResponsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.