About this role
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. 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