Training Lead – Saudi National

About the role

The Training Lead will drive performance improvements for live call‑center agents by analysing customer satisfaction and quality metrics, designing targeted training, and ensuring consistent service excellence across all lines of business.

Key responsibilities

• Analyse CSAT, Quality and GPT Quality data to spot trends and performance gaps.
• Conduct root‑cause investigations to understand why scores dip.
• Design and recommend training programmes that address identified gaps.
• Deliver training sessions and follow‑up coaching to embed new skills.
• Track and report the impact of training on agent performance and Bottom Quartile programmes.
• Administer Bottom Quartile initiatives for each line of business, customizing content as needed.
• Maintain up‑to‑date product knowledge to ensure training relevance.

Required profile

• Bachelor’s degree in Business, Finance, Education or a related field.
• 3‑5 years of experience in customer‑service leadership, training or coaching.
• Strong analytical ability to interpret CSAT and quality scores.
• Excellent verbal and written communication in English and Arabic.
• Proven organisational and project‑management skills in a fast‑paced environment.

Required skills

• CSAT and quality‑scoring analysis.
• Adult‑learning principles and instructional‑design methodologies.
• Certification in customer‑service training (preferred).

What we offer

• Full‑time permanent position.
• Opportunity to shape training strategy for a large call‑center operation.
• Professional development in performance analytics and training design.