Customer Service Trainer & Quality Specialist

Role Overview

We are hiring a Customer Service Trainer & Quality Specialist for our KSA team. This role is suited to someone who can coach frontline support teams, improve service quality, and strengthen customer experience outcomes across the GCC market.

The successful candidate should be comfortable working in both Arabic and English and should understand customer service fundamentals, quality assurance practices, and the cultural context of the region.

Key Responsibilities

• Run onboarding sessions for new hires and refresher training for existing team members, while suggesting updates and improvements to the training material owner.
• Keep all nesting, coaching, feedback, escalation, tracking, and attendance records properly documented and followed up.
• Review customer dissatisfaction patterns, identify the main causes, and propose practical ways to improve satisfaction.
• Complete the required monthly login hours to remain current on product and process knowledge.
• Take part in quality calibration discussions and sessions.
• Share suggestions for process and procedure improvements based on new-hire trainee feedback.
• Assess how effective the training programs are and refine them as needed to improve results.

Required Background

• At least 5 years of customer service experience with a strong record of performance.
• At least 5 years of experience creating and delivering training programs, including new-hire training and on-the-job or nesting support.
• A bachelor's degree in a relevant discipline such as communication, psychology, or business.
• Professional fluency in both English and Arabic, along with a solid understanding of GCC cultural expectations.
• Strong speaking, facilitation, and presentation skills in both languages for training, nesting, and quality calibration work.
• Ability to work autonomously as well as collaboratively within a team.
• Strong planning, organization, and time-management abilities.

Preferred Experience

• Exposure to both virtual and in-person training delivery.
• Working knowledge of adult learning theory and instructional design methods.
• Experience using a learning management system or learning experience platform.
• Any certification related to customer service training or soft-skill development is a plus.

Compensation

The monthly salary range for this position is SAR 9,000 to SAR 17,000.

Department and Location

This position sits within Customer Support Ops and is based in KSA, with on-site work in Riyadh, Saudi Arabia.