Quality Analysis & Training Executive

Executive/Senior Executive Quality Analysis & Training

Company: Rentokil PCI

Function: Contact Centre

Reports To: Team Leader Quality Analysis & Training

Work Level: WL15

About Rentokil PCI

• Rentokil PCI is a leading pest control service provider in India, combining expertise, innovation, and technology to deliver quality customer service.
• Role Overview
• Responsible for identifying training needs, conducting training sessions, monitoring call quality, and improving team performance and customer experience.

Key Responsibilities

• Identify training needs and prepare training plans.
• Conduct refresher, situation-based, and communication skills training.
• Develop call scripts, training modules, mock calls, and Product Knowledge Tests (PKTs).
• Perform call audits and monitor quality standards.
• Analyse performance gaps and improve training processes.

Key Result Areas

• Training Needs Analysis (TNA/TNI)
• Quality Monitoring and Call Audits
• Script Development
• Mock Call Sessions

Required Skills

• Strong communication and customer relationship skills.
• Training delivery and feedback management.
• Logical reasoning and error analysis.
• Proficiency in MS Excel or Google Sheets.

Qualifications & Experience

• Graduate in any discipline.
• 12 years of BPO experience as a Quality Analyst or Trainer.
• Knowledge of quality monitoring, call patterns, and process improvement.

Work Relationships

• Individual contributor collaborating with internal teams and external stakeholders.
• Company Values
• Service, Relationships, Teamwork, and Responsibility.

Diversity & Inclusion: Rentokil PCI is committed to creating an inclusive workplace that welcomes people from all backgrounds.