Training Lead tabby

Employer Active

Posted 8 hrs ago

Experience

1 - 7 Years

Job Location

Saudi Arabia - Saudi Arabia

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

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.

Desired Candidate Profile

  • 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.

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • Training
  • Learning

Keywords

  • Training Lead

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

tabby

https://tabby.pinpointhq.com/en/jobs/410436

  • Home
  • Jobs in Saudi Arabia