Executive/Senior Executive Training & Quality Assurance - 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

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