Responsibilities

• 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

Skills, Knowledge and Expertise

• You have 5+ years of experience in customer service, with a proven track record of success
• You have 5+ years of experience in designing and delivering training programs (both NHT and OJT/Nesting)
• You have a bachelor's degree in a related field (e.g. communication, psychology, business)
• You are Fluent in English and Arabic, with a deep understanding of the cultural nuances of the GCC region
• You have strong communication and facilitation skills, with the ability to effectively communicate in both English and Arabic (for NHT, OJT/Nesting, Quality Calibrations)
• You are able to work independently and as part of a team.
• You have Excellent organizational and time management skills.

Preferred qualifications:

• Experience with designing and facilitating virtual and face to face training.
• Knowledge of adult learning principles and instructional methodologies in training and development.
• Experience with learning management systems (LMS or LXP).
• Certification in customer service training or related soft skills.

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