Customer Service Trainer
Remote · Dubai, Dubai, United Arab Emirates
Job Summary
Remote Customer Service Trainer responsible for designing, delivering, and refining onboarding, upskilling, and refresher training programs for frontline customer service agents across BPO vendor teams. Create and maintain training materials, SOPs, knowledge base articles, call/chat scripts, and service playbooks tailored to a digital telco environment. Collaborate with the Customer Service Program Manager to reflect evolving product features, policy updates, and service expectations. Define QA frameworks, service benchmarks, and audit mechanisms to assess agent interactions across voice, chat, and digital channels. Analyze agent performance data to identify skill gaps and design targeted coaching or interventions to improve CSAT, FCR, and resolution quality. Lead calibration sessions with BPO supervisors to align quality standards. Act as a liaison with BPO training leads to ensure adherence to training expectations and knowledge transfer. Track effectiveness of training programs using performance data, QA scores, and feedback loops, and support new market rollouts and feature launches with rapid onboarding. Monitor service delivery metrics and customer feedback to inform ongoing training needs and provide regular reporting on training progress, QA outcomes, and development gaps. Maintain high documentation standards for auditability of training and QA activities.
Required Qualifications
- 2+ years of experience in customer service training or business process management within high-volume support environments (e-commerce, B2C telco, digital services or high-growth consumer startups)
- 2+ years of experience managing team leads, QA specialists, or supervisors in a training or coaching capacity
- Strong understanding of digital customer service KPIs and experience using CRM and ticketing tools (e.g., Zendesk, Halo)
- Proven ability to build scalable training programs and implement QA frameworks across BPO or outsourced support environments
- Excellent written and verbal communication skills, with the ability to influence remote teams and build trust across multiple levels
- Fluency in Arabic and English (written and spoken) is required
- Prior experience in B2C telco, digital consumer businesses or fast-paced digital startups is highly desirable
- Circles is committed to a diverse and inclusive workplace.
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