Training Lead - Saudi National

About the Role

The Training Lead is accountable for boosting the performance of active customer service agents by evaluating Customer Satisfaction (CSAT) and Quality scores to unveil performance gaps. This role involves designing and providing focused training sessions that improve service quality and agent skills to deliver exemplary customer experiences.

Key Responsibilities

• Analyze CSAT, Quality scores, and GPT quality data to detect trends, patterns, and improvement areas within the customer service team.
• Conduct detailed root cause analyses to uncover underlying issues contributing to performance deficiencies and subpar results.
• Design and recommend targeted training initiatives that effectively address identified gaps, delivering training sessions and following up with coaching to ensure comprehension and application.
• Monitor and report on training program outcomes and agent progress, especially those enrolled in Bottom Quartile and refresher programs, offering insightful feedback to leadership.
• Lead the Bottom Quartile programs across all Lines of Business (LOBs), customizing content and approach to each LOB’s unique requirements rather than implementing a uniform program.
• Maintain in-depth knowledge of the organization's diverse products and services to guarantee training materials remain accurate and relevant.

Required Skills and Expertise

• Bachelor’s degree in Business, Finance, Education, or related disciplines.
• Proficient in analyzing performance metrics such as CSAT and Quality scores, with the ability to translate data into actionable training solutions.
• Exceptional communication skills in both English and Arabic, including verbal, written, presentation, and interpersonal capabilities.
• Hands-on experience in delivering training and coaching individuals or teams within professional environments.
• Strong organizational and project management aptitudes, capable of handling multiple concurrent projects in a dynamic, fast-paced setting.

Preferred Qualifications

• Certifications in training or customer service, for example, Certified Customer Service Trainer.
• Experience and knowledge related to CSAT and Quality scoring methodologies.
• Understanding of adult learning theories and instructional design principles.

Additional Information

• Application Deadline: 31 July 2026
• Location: Riyadh, Kingdom of Saudi Arabia
• Department: Training and Quality
• Employment Type: Full Time, On-site
• Reporting Manager: Janna Arakelian

Role Purpose and Metrics

The primary objective is to elevate customer service levels by identifying gaps and equipping agents with enhanced knowledge and skills. Effectiveness is measured via customer satisfaction improvement and enhancement in quality scores.

Experience Required

3 to 5 years of relevant experience in customer service roles such as Team Leader, Trainer, or Training Lead with demonstrated success in addressing skill deficits and reducing errors.