Job Description

Roles & Responsibilities

On-the-job Training Lead is responsible for enhancing existing agent (live on the floor) performance by analyzing Customer Satisfaction (CSAT) and Quality scores to identify gaps, recommending and delivering targeted training programs, and ensuring exceptional service delivery to our customers.

Performance Analysis: Analyze CSAT, Quality scores and GPT Quality data to identify trends, patterns, and specific areas for improvement across the customer service team.
Root Cause Investigation: Conduct root cause analysis to pinpoint underlying reasons for performance gaps and low scores.
Targeted Training: Recommend & design training programs and initiatives tailored to address identified performance gaps. Deliver training & conduct follow-up coaching to ensure information is landed.
Performance Tracking: Track and report on the effectiveness of training programs and the progress of agents in the Bottom Quartile program and Refreshers, providing actionable insights to management.
Bottom Quartile Program Administration for all LOBs: Lead the Bottom Quartile programs for all the LOBs. Help customize them as per the LOB requirement (as opposed to running the same version of BQ in each LOB)
Product Expertise: Maintain a thorough understanding of the company s diverse products and services to ensure training content is accurate, relevant, and up-to-date.

Education: Bachelor s degree in Business, Finance, Education, or a related field.
Analytical Expertise: Proven ability to analyze performance metrics (e.g., CSAT, Quality scores) and make actionable recommendations.
Communication: Excellent verbal and written communication in English and Arabic, presentation, and interpersonal skills to engage agents and stakeholders effectively.
Training Experience: Hands-on experience delivering training sessions and coaching individuals or groups in a professional setting.
Organization: Strong organizational and project management skills, with the capacity to manage multiple initiatives in a fast-paced environment.

Preferred Qualifications
- Certification in training or customer service (e.g., Certified Customer Service Trainer).
- Familiarity with CSAT and Quality scoring systems.
- Knowledge of adult learning principles and instructional design methodologies.

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