Executive/Senior Executive Training & Quality Assurance - Vikhroli

# Executive/Senior Executive Training & Quality Assurance - Vikhroli
> Rentokil Initial · Mumbai, India · Full-time · Posted 2026-06-22
**Salary:** INR 25,000–35,000
**Workplace:** on_site
**Department:** Customer Service
## Description

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.
## Apply
[Apply at Rentokil Initial](https://apply.workable.com/rentokil-initial/j/D37346407E/apply)
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