Training Team Lead

About the role

The Training Team Lead is responsible for boosting the performance of live agents on the floor by analysing Customer Satisfaction (CSAT) and Quality scores, identifying gaps, and delivering targeted training programs. The role ensures agents provide exceptional service and supports continuous improvement across the contact centre.

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, recommend and deliver training initiatives tailored to identified needs.
• Provide follow‑up coaching to ensure knowledge retention.
• Track and report the impact of training on agent performance, especially for Bottom Quartile programs.
• Administer Bottom Quartile programs across all Lines of Business, customizing them as required.
• Maintain up‑to‑date product knowledge to keep training content accurate.

Required profile

• Bachelor’s degree in Business, Finance, Education or a related field.
• Proven analytical ability to interpret performance metrics and make actionable recommendations.
• Excellent verbal and written communication in English and Arabic.
• Hands‑on experience delivering training sessions and coaching individuals or groups.
• Strong organisational and project‑management skills in a fast‑paced environment.

Required skills

• Analytical expertise with performance metrics (CSAT, Quality scores).
• Presentation and interpersonal skills for engaging agents and stakeholders.
• Knowledge of adult‑learning principles and instructional design methodologies.