Customer Service Trainer
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Key skills for this role
About the Role
Circles.Life seeks a Customer Service Trainer to design and deliver training programs for BPO vendor teams, implement QA frameworks, and drive service excellence.
Key Skills for This Role
Responsibilities
- Design, deliver, and refine onboarding, upskilling, and refresher training programs for frontline customer service agents across BPO vendor teams
- Create and maintain training materials, SOPs, knowledge base articles, call/chat scripts, and service playbooks
- Define and implement QA frameworks, service benchmarks, and audit mechanisms to assess agent interactions
- Analyze agent level performance data to identify skill gaps and design targeted coaching interventions
- Lead calibration sessions with BPO supervisors and internal teams to align quality standards
- Act as key liaison with BPO training leads, ensuring adherence to quality and training expectations
- Track effectiveness of training programs using performance data, QA scores, and feedback loops
- Provide regular reporting to Customer Service Program Manager on training progress and QA outcomes
Requirements
- 2+ years of experience in customer service training or business process management within high volume support environments
- 2+ years of experience managing team leads, QA specialists, or supervisors in a training or coaching capacity
- Strong understanding of digital customer service KPIs and experience using CRM and ticketing tools (e.g., Zendesk, Halo)
- Proven ability to build scalable training programs and implement QA frameworks across BPO or outsourced support environments
- Fluency in Arabic and English (written and spoken)
- Demonstrated experience working independently in fast paced, agile settings
Full Job Posting
About the Role
- We are looking for a dedicated, detail oriented, and performance driven Customer Service Trainer to strengthen frontline service delivery through structured training, onboarding, and continuous development of our BPO vendor teams
- The successful candidate will play a key role in shaping a culture of service excellence and customer centricity for our digital first telecom brand in the MENA region
- This is a remote role that requires strong self management, a passion for learning and development, and experience managing training programs within high volume, digitally native customer service environments
Training & Enablement
- Design, deliver, and continuously refine onboarding, upskilling, and refresher training programs for frontline customer service agents across BPO vendor teams
- Create and maintain training materials, SOPs, knowledge base articles, call/chat scripts, and service playbooks tailored to a digital telco environment
- Work closely with the Customer Service Program Manager to ensure training content reflects evolving product features, policy updates, and service expectations
Quality Assurance & Performance Coaching
- Define and implement QA frameworks, service benchmarks, and audit mechanisms to assess agent interactions across voice, chat, and digital channels
- Analyze agent level performance data to identify skill gaps, and design targeted coaching or interventions to improve CSAT, FCR, and resolution quality
- Lead calibration sessions with BPO supervisors and internal teams to align quality standards and ensure consistency in agent evaluations
Vendor Partner Engagement
- Act as a key liaison with BPO training leads, ensuring adherence to quality and training expectations and supporting knowledge transfer initiatives
- Track the effectiveness of training programs using performance data, QA scores, and feedback loops to ensure high impact learning outcomes
- Support new market rollouts and feature launches by delivering rapid onboarding and capability building with external support teams
Continuous Improvement and Service Excellence
- Monitor service delivery metrics and customer feedback to inform ongoing training needs and opportunities for process refinement
- Provide regular reporting to the Customer Service Program Manager on training progress, QA outcomes, and development gaps
- Maintain high documentation standards to ensure accuracy and auditability of all training and QA related activities
What We're Looking For
- 2+ years of experience in customer service training or business process management within high volume support environments, such as e commerce, B2C telco, digital services or high growth consumer (B2C) startups
- 2+ years of experience managing team leads, QA specialists, or supervisors in a training or coaching capacity
- Strong understanding of digital customer service KPIs and experience using CRM and ticketing tools (e.g., Zendesk, Halo)
- Proven ability to build scalable training programs and implement QA frameworks across BPO or outsourced support environments
- Excellent written and verbal communication skills, with the ability to influence remote teams and build trust across multiple levels
- Fluency in Arabic and English (written and spoken) is required
- Demonstrated experience working independently in fast paced, agile settings, ideally in startups or new market launch environments
- Prior experience in B2C telco, digital consumer businesses or fast paced digital startups is highly desirable
- Strong organizational and time management skills, with the ability to manage multiple workstreams and deadlines effectively
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