Training Sme

**Job Title : Training SME**

**General Description**

Specialist role to drive and enhance our existing training framework

**DUTIES AND RESPONSIBILITIES**
- Coordinate new hire, progression and enhancement training
- Train new and existing employees on client projects emphasizing customer confidentiality and security
- Develop non-classroom communication and training materials
- Assess individual participant and class performance
- Participate in minor client interaction including effective curriculum feedback and client visits
- Demonstrate the highest standards of ethical and professional conduct in dealing with new employees
- Thrive as a team player in a fast paced, high energy, change oriented environment
- Ensure all policies and procedures are adhered to including Security, HR, Operations, etc.
- Providing knowledge, resources, and information to support agents.
- Address entities / client concerns accurately and timely.
- Ensuring accuracy of the content.
- Coaching and training agents on improving Customer Interaction and offering guidance.
- Show a comprehensive knowledge of services and continues self-improvement and following quality standards.
- Perform other related duties and assignments as required and assigned by supervisor or manager

**Qualification Required**
- Graduate or an MBA from a recognized university.
- High proficiency in Arabic and English
- Great command over the English & Arabic languages
- Exposure to the BPO industry
- Facilitation skills, should have undergone a TTT
- Analytical skills with exposure to PowerPoint and Excel

Energetic and customer service oriented

Ability to commute/relocate:

- Al-Ayn: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call Center-Contact Center - BPO: 2 years (required)