Coach for Saudi Culture and Dialect in Customer Service
Department: Training and Quality
Employment Type: Contract
Location: KSA
Reporting To: Rachna Bora
Description
We're looking for someone who can improve Tabby's customer service by developing and delivering content that enhances communication between the Egyptian CX team and Saudi customers. Coaching should be able to bridge dialect differences while ensuring an understanding of Saudi cultural sensitivities.
Key Responsibilities
1. Content Development and Training Delivery;
Conduct face to face/virtual training sessions for agents,specifically designed to tackle both culture and dialect related misunderstandings that may arise between Tabby’s Saudi customers and Egyptian CX agents.
The sessions should include practice on real-time scenarios that our agents face from time to time, to ensure that they navigate these scenarios with confidence and empathy
Build feedback mechanisms with their Quality Analysts to measure improvement -whether the skills are being applied by the Agents in real life interactions
Collaborate with subject matter experts in Operations, Training and Quality and other stakeholders to ensure you get the right scenarios for the training content.
Collaborate with the Quality team to understand how parameters are marked down. This will ensure that your training is inline with our Quality Standards.
2. Leadership Coaching:
Coach team leaders, trainers and QAs so that they act as multipliers, responsible for coaching their team members and training the new ones.
Assess the effectiveness of training programs through evaluations, feedback, and performance metrics.
Skills, Knowledge & Expertise
Education: Bachelor's degree in a relevant field such as education, linguistics, communication, or psychology. A master's degree is a plus.
Experience: A MUST - Proven experience in content development and delivering soft skills training programs, preferably in a Financial Organisation.
Communication skills: Excellent verbal and written communication skills to effectively convey information and engage learners.
Interpersonal skills: Ability to build rapport, establish credibility, and effectively interact with employees at all levels of the organization.
