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.