Customer Service Trainer
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Key skills for this role
About the Role
Circles is looking for a Customer Service Trainer to strengthen frontline service delivery through structured training and quality assurance for BPO vendor teams. The role involves designing training programs, implementing QA frameworks, and coaching agents.
Key Skills for This Role
Responsibilities
- 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
- 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
- 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
- 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
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
- Excellent written and verbal communication skills
- Fluency in Arabic and English (written and spoken)
- Demonstrated experience working independently in fast paced, agile settings
Full Job Posting
About Circles
- Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform.
- Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel.
- Besides its SaaS business, Circles operates Circles.Life, Circles Aspire, and Jetpac.
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.
What You'll Be Responsible For
- 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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