Job description
亮点 / Highlights: Gain hands-on experience in developing and executing Keeta’s comprehensive training methodologies, including course development, instructional design best practices, and facilitation excellence. Play a key role in shaping a high-performing customer service team through innovative, engaging, and culturally adapted learning programs. Benefit from ample opportunities for professional growth and promotion within a dynamic, globally expanding organization.
岗位职责 / Duties: Design and develop comprehensive training materials, agendas, facilitator guides, and interactive content tailored to customer service operations in GCC markets.
Collaborate with superiors and stakeholders to establish a robust overseas customer service training framework aligned with Keeta’s operational and cultural standards.
Lead the end-to-end process of training needs analysis, including gathering insights from performance data, audits, and agent feedback to identify knowledge or skill gaps.
Deliver engaging, interactive training sessions to new hires and existing employees, covering onboarding programs, process updates, soft skills, and product knowledge as needed.
Adapt delivery style and content to suit diverse audiences, ensuring comprehension across multilingual and multicultural groups.
Evaluate training effectiveness through pre- and post-assessments, knowledge checks, and performance metrics, providing actionable insights to improve future training initiatives.
Explore operational pain points by engaging with frontline teams through floor observations, coaching sessions, and listening activities; develop targeted training solutions to address these challenges.
Regularly analyze and report on training metrics, track progress against learning objectives, and compile weekly and monthly performance summaries for management review.
Ensure proper training certification process is in place, including assessments, feedback, and documentation, and verify that only certified agents move to production.
Work closely with BPO training teams to monitor, support, and ensure the quality and consistency of training delivery across all sites.