Training Lead

• Performance Analysis: Analyze CSAT, Quality scores and GPT Quality data to identify trends, patterns, and specific areas for improvement across the customer service team.
• Root Cause Investigation: Conduct root cause analysis to pinpoint underlying reasons for performance gaps and low scores.
• Targeted Training: Recommend & design training programs and initiatives tailored to address identified performance gaps. Deliver training & conduct follow-up coaching to ensure information is landed.
• Performance Tracking: Track and report on the effectiveness of training programs and the progress of agents in the Bottom Quartile program and Refreshers, providing actionable insights to management.
• Bottom Quartile Program Administration for all LOBs: Lead the Bottom Quartile programs for all the LOBs. Help customize them as per the LOB requirement (as opposed to running the same version of BQ in each LOB)
• Product Expertise: Maintain a thorough understanding of the company's diverse products and services to ensure training content is accurate, relevant, and up-to-date.

• Education: Bachelor's degree in Business, Finance, Education, or a related field.
• Analytical Expertise: Proven ability to analyze performance metrics (e.g., CSAT, Quality scores) and make actionable recommendations.
• Communication: Excellent verbal and written communication in English and Arabic, presentation, and interpersonal skills to engage agents and stakeholders effectively.
• Training Experience: Hands-on experience delivering training sessions and coaching individuals or groups in a professional setting.
• Organization: Strong organizational and project management skills, with the capacity to manage multiple initiatives in a fast-paced environment.

• Certification in training or customer service (e.g., Certified Customer Service Trainer).
• Familiarity with CSAT and Quality scoring systems.
• Knowledge of adult learning principles and instructional design methodologies.

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