Specialist Training📣 Job Ad

About the Role

Qiddiya is seeking a Specialist - Training to join its team in Riyadh Province, Saudi Arabia. This full-time position focuses on enhancing the skills and knowledge of the Guest Support Center (GSC) staff through comprehensive training programs.

Role Overview

The Specialist - Training is responsible for the design, development, and delivery of training initiatives for the Guest Support Center (GSC). This role ensures that GSC agents, supervisors, and leadership receive effective onboarding, continuous learning, and refresher training to uphold high service standards. The position also involves driving innovation in training methodologies, evaluating program effectiveness, and collaborating with stakeholders to align learning with organizational objectives and foster professional growth.

Key Responsibilities

• Design and manage structured onboarding programs for new GSC hires and Business Process Outsourcing (BPO) staff.
• Develop role-specific training programs covering customer service skills, system usage, and escalation handling.
• Implement a blended learning approach, including e-learning modules, interactive workshops, and real-time coaching.
• Align training content with Knowledge Management resources and operational workflows for accuracy.
• Collaborate with BPO partners and internal teams to ensure consistent training across all service channels.
• Stay informed on industry best practices and emerging training methodologies to enhance GSC staff capabilities.
• Track and report on training completion rates, assessment scores, and post-training performance improvements.
• Utilize data-driven insights to refine training strategies and ensure alignment with business objectives.

Qualifications and Experience

• Minimum Bachelor’s or Master’s degree in Learning & Development, Human Resources, Education, or a related field.
• Required certifications: COPC HPMT (High Performance Management Techniques) or TOT (Training of Trainers).
• 2-5 years of relevant experience, with a preference for the majority of experience in service-training domains.
• Experience in training delivery, capability building, or customer-service environments is preferred.
• Experience working in a related area within a leading professional-services firm, prestigious consulting firm, or the entertainment/real estate industry is preferred.

Work Location and Type

This is a full-time position based in Riyadh, Riyadh Province, Saudi Arabia.