Training Lead (Saudi National)

About the role

The Training Lead will drive performance improvements for live agents by analysing customer satisfaction (CSAT) and quality metrics, designing targeted training, and ensuring high‑quality service delivery. This role focuses on the Bottom Quartile program across all lines of business and requires deep product knowledge.

Key responsibilities

• Analyse CSAT, Quality and GPT Quality data to spot trends and performance gaps.
• Conduct root‑cause investigations to understand why scores are low.
• Design, deliver and follow‑up on training programmes that address identified gaps.
• Track training effectiveness and report progress of agents in Bottom Quartile and refresher programmes.
• Lead and customise the Bottom Quartile program for each line of business.
• Maintain up‑to‑date expertise on the company’s products and services to ensure relevant training content.

Required profile

• Bachelor’s degree in Business, Finance, Education or a related field.
• Proven analytical ability to interpret CSAT and quality scores and make actionable recommendations.
• Excellent verbal and written communication in English and Arabic.
• Hands‑on experience delivering training and coaching in a professional environment.
• Strong organisational and project‑management skills to handle multiple initiatives.

Required skills