Training Lead Job 2026 Saudi National | KSA

Job Overview

Are you looking for a Training Lead Job that allows you to make a real impact on team performance? At our company, we believe that great service starts with empowered employees. We are looking for a dedicated professional to help our live agents reach their full potential.

In this role, you won’t just look at numbers; you will act as a coach and mentor. By analyzing Customer Satisfaction (CSAT) and Quality scores, you will uncover hidden opportunities for growth. You will take the lead in designing and delivering personalized, high-energy training programs that bridge knowledge gaps and turn good agents into customer service stars.

If you are passionate about professional development, data-driven coaching, and fostering a culture of excellence, we want to meet you. Join us in setting new benchmarks for service delivery and helping our team succeed every single day. Apply today to help us grow!

Key Responsibilities and Duties

• Deep-Dive Analysis: You will analyze CSAT, Quality scores, and GPT data to spot trends and turn data into clear steps for improvement.
• Problem Solving: You will investigate the “why” behind performance gaps to uncover the root causes of challenges.
• Customized Training: You won’t just run generic sessions. You will design and lead targeted training programs that address specific needs and ensure the message truly lands through follow-up coaching.
• Tracking Progress: You will monitor the success of your training initiatives, focusing on agents in refresher programs and helping them reach their full potential.
• Tailored Leadership: You will oversee our Bottom Quartile programs for all business lines, adapting each one to fit the unique requirements of the team.
• Product Mastery: You will stay an expert on our latest products, keeping all training materials fresh, accurate, and easy to understand.

Preferred Skills

• Professional Credentials: A certification in training or customer service—such as being a Certified Customer Service Trainer—is a great asset for this role.
• Data Literacy: You should be comfortable working with CSAT and Quality scoring systems, as these tools help us understand how we are doing and where we can improve.
• Learning Expertise: A solid understanding of adult learning principles and instructional design is essential for creating training that is not only effective but also engaging and easy for our team to apply.

Qualification

• Educational Background: A Bachelor’s degree in Business, Finance, Education, or a related field gives you the perfect foundation to understand our business goals.
• Analytical Mindset: You have a proven talent for looking at performance numbers—like CSAT and Quality scores—and turning those insights into simple, clear steps that help the team improve.
• Communication Skills: You are a great communicator who is comfortable speaking and writing in both English and Arabic. Whether you are presenting to stakeholders or mentoring agents, your friendly and professional approach makes a real connection.
• Training Experience: You have actual, hands-on experience leading training sessions and coaching people, whether in one-on-one meetings or group settings.
• Organizational Skills: You are a pro at managing your time and projects, even when things are moving fast. You can easily juggle multiple tasks without losing focus.

A Day in Life

Are you ready for a Training Lead Job where no two days are the same? At GenZJob Hub, we don’t just train—we transform. If you have 3–5 years of solid experience as a Team Leader or Trainer and a passion for turning challenges into growth, you’ll fit right in. Your core mission is simple: to help our agents shine by identifying knowledge gaps and crafting training that actually works.

What Does a Day Look Like? Your day begins with a deep dive into the numbers. You’ll review the latest CSAT and Quality scores to see exactly where our team stands. You’re not just looking at data; you’re looking for the “why.” By conducting root cause investigations, you pinpoint the specific areas where agents might be struggling, moving beyond the symptoms to find the real solution.

By mid-day in Training Lead Job, you transition from analyst to mentor. You’ll design and deliver targeted training sessions that are relevant, engaging, and easy to understand. Whether it’s leading a refresher course or managing a Bottom Quartile program, you tailor your approach to ensure every agent gets exactly what they need to succeed. You also keep your finger on the pulse of our products, ensuring that every piece of content you share is accurate and up-to-date.

Measuring Your Success Your impact is clear and measurable in Training Lead Job. We track your effectiveness through steady improvements in:

Customer Satisfaction Scores: Seeing our customers happier because of the better service our agents provide.

Quality Scores: Watching our agents handle calls with more confidence, accuracy, and skill.

If you are a dedicated professional who loves coaching and wants to play a vital role in our growth, we’d love to have you. You aren’t just filling a position; you are helping us build a culture of excellence.