We are looking for a Customer Service Trainer & Quality Specialist to join our team in KSA. The ideal candidate will be fluent in Arabic and English and have a strong understanding of customer service principles, best practices, and the cultural nuances of the GCC region. In this role, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions to enhance customer satisfaction and retention. Additionally, you will deliver New Hire Training, ongoing coaching, and on-the-job support to customer service representatives, helping them continuously improve their skills, with a strong focus on communication, service excellence, and cultural competency.
Key Responsibilities
Deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content to the content team
Ensure proper documentation, notification, escalation, tracking and follow up of Nesting log-in , coaching, feedback sessions
Analyze and identify root causes of dissatisfaction and recommend solutions to improve customer satisfaction
Complete your monthly log-in hours to stay updated on the Product and Process Knowledge
Participate in Quality Calibrations sessions
Provide recommendations for procedural improvements (NHT student feedback)
Monitor and evaluate the effectiveness of training programs, and make necessary adjustments to improve outcomes
Skills, Knowledge and Expertise
You have a bachelor's degree in a related field (e.g. communication, psychology, business)
You have 5+ years of experience in customer service, with a proven track record of success
You have 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting)
You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region
You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT/Nesting, Quality Calibrations)
You are able to work independently and as part of a team.
You have Excellent organizational and time management skills.
Preferred qualifications:
Experience with designing and facilitating virtual and face to face training.
Knowledge of adult learning principles and instructional methodologies in training and development.
Experience with learning management systems (LMS or LXP).
Certification in customer service training or related soft skills.
