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.