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Executive/senior Executive Training & Quality Assurance - Vikhroli
Design and implement training programs to improve contact centre quality and performance
Mumbai
Senior
yesterday
Rentokil Initial
A global service provider specializing in pest control, hygiene solutions, and related services for commercial and residential customers.
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Executive/Senior Executive
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
Executive/senior Executive Training & Quality Assurance - Vikhroli
Mumbai
Human Resources
About Rentokil Initial
A global service provider specializing in pest control, hygiene solutions, and related services for commercial and residential customers.