Executive/Senior Executive Trainer - (BPO) - 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.