Learning & Development Specialist

About the Role
As a training facilitator, you will be responsible for delivering soft skills and professional development programmes across multiple business units. This role involves designing innovative learning materials and programmes that enhance customer experience and professional conduct among agents. You will assess and coach agents in practical settings, ensuring they meet operational KPIs and compliance standards.

Responsibilities

• Deliver soft skills and professional development programmes across various business units.
• Build and facilitate programmes focusing on customer experience, call etiquette, active listening, empathy, managing mixed channels, writing for chat and email, objection handling, negotiation, de-escalation, and transitioning from service to sales.
• Design learning materials, including facilitator guides, learner resources, role plays, case studies, and supporting training content.
• Assess agent readiness during the practice, simulation, and on-the-job stages through structured observations and reviews of calls, chats, and emails.
• Provide on-floor coaching through side-by-side coaching, feedback sessions, and targeted follow-ups to close development gaps.
• Integrate compliant behaviours into each module, covering consent, required disclosures, approved scripts, and responsible sales conduct.
• Collaborate with Quality Assurance to align quality scoring and convert quality findings into targeted learning interventions.
• Partner with Subject Matter Experts to identify capability needs and develop tailored learning solutions.
• Measure the effectiveness of learning against operational KPIs like quality scores, first-contact resolution, conversion, cancellations, and complaints, while reporting on measurable impacts.
• Maintain accurate training records, assessment results, and certification status in Oracle LMS for complete audit compliance.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Education, Psychology, Communications, or a related field.
• 4 to 6 years of experience in soft skills training, with at least 2 to 3 years in a contact centre, collections, or virtual banking environment.
• Proven experience in designing and delivering behavioural programmes for voice and digital channels.
• Ability to translate learning needs and business requirements into engaging and practical learning experiences.
• Familiarity with UAE telemarketing and consumer protection requirements; banking or financial services experience is strongly preferred.
• Strong interpersonal skills to confidently work with Subject Matter Experts and staff at various levels within the organisation.
• Proficiency in Arabic is considered an asset.

Skills

• Expertise in training delivery and facilitation, both in classroom and on-floor settings.
• Coaching proficiency for voice, chat, and email communication.
• Strong instructional design skills, including simulations and role plays.
• Experience with behavioural assessment and quality calibration.
• Advanced skills in data analysis and reporting linked to KPIs.
• Effective stakeholder management capabilities.

What’s in It for You

• An opportunity to shape learning experiences, contribute to employee development, and support customer service excellence.
• Exposure to diverse business units and employee groups, along with collaboration with Subject Matter Experts.
• The chance to design and deliver engaging classroom, virtual, and blended learning solutions.
• A role that enables you to witness the positive impact of your work through measurable learning outcomes and a focus on continuous improvement.