Training Lead -Saudi National

Description

On-the-job Training Lead is responsible for enhancing existing agent (live on the floor) performance by analyzing Customer Satisfaction (CSAT) and Quality scores to identify gaps, recommending and delivering targeted training programs, and ensuring exceptional service delivery to our customers.

Application Deadline

30 October 2025

Department

Training and Quality

Employment Type

Full Time

Location

KSA

Reporting To

Janna Arakelian

Key Responsibilities

• 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.
• 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.

Skills, Knowledge & Expertise

Preferred Qualifications

Job Benefits

3-5 years of experience in Customer Service as Team Leader / Trainer / Training Lead. Should have worked on assignments aiming to identify knowledge / skills gaps and eliminate defects.

Job Purpose

The purpose of this position is to improve customer service by identifying improvement areas and developing and delivering content that enhances agents knowledge and handling skills.

Metrics

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