Training Lead -Saudi National
Core
Enhance live agent performance by analyzing CSAT and Quality scores to identify gaps and delivering targeted training programs to ensure exceptional service delivery.
Role type
Training Lead (Customer Service)
Builds
Training programs and coaching initiatives for customer service agents
Domain
Customer Service / Contact Center
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Performance analysis, Root cause investigation, Instructional design, Adult learning principles, Project management, Product knowledge
Preferred skills
Certified Customer Service Trainer, CSAT/Quality scoring systems expertise
Technologies
CSAT systems, Quality scoring systems
Responsibilities
Analyze CSAT and Quality data to identify trends and improvement areas; Conduct root cause analysis for performance gaps; Design and deliver targeted training programs; Track training effectiveness and agent progress; Adminimize Bottom Quartile programs across Lines of Business; Maintain product expertise for accurate training content.
Seniority
Mid-level (3-5 years experience)
