# 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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