Learning & Development Specialist

WHAT YOU’LL BE DOING:

• Deliver soft skills and professional development programmes across multiple business units.
• Build and facilitate programmes on customer experience, call etiquette, active listening, empathy, handling mixed channels, writing for chat and email, objection handling, negotiation, de-escalation, and transitioning from service to sales.
• Design learning materials, facilitator guides, learner resources, role plays, case studies, and supporting training content.
• Assess readiness at the practice and simulation stage and the on-the-job stage using structured observations, call listening, and chat and email reviews.
• Coach agents on the floor through side-by-side coaching, feedback sessions, and targeted follow-up where development gaps are identified.
• Build compliant behaviours into every module, including consent, required disclosures, approved scripts, and responsible sales conduct.
• Work with Quality Assurance to align quality scoring and translate quality findings into focused learning interventions.
• Partner with Subject Matter Experts to identify capability needs and develop appropriate learning solutions.
• Measure learning effectiveness against operational KPIs such as quality scores, first-contact resolution, conversion, cancellations, and complaints, and report on measurable impact.
• Maintain accurate training records, assessment results, and certification status in Oracle LMS to ensure a complete audit trail.

WHAT WE’RE LOOKING FOR:

• 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, including at least 2 to 3 years within a contact centre, collections, or virtual banking environment.
• Demonstrated experience designing and delivering behavioural programmes for voice and digital channels.
• Ability to translate learning needs and business requirements into engaging and practical learning experiences.
• Understanding of UAE telemarketing and consumer protection requirements. Banking or financial services experience is strongly preferred.
• Confidence working with Subject Matter Experts and employees across different levels of the organisation.
• Arabic language skills are an advantage.

SKILLS:

• Training delivery and facilitation, both in the classroom and on the floor.
• Voice, chat, and email communication coaching.
• Instructional design, including simulations and role plays.
• Behavioural assessment and quality calibration.
• Data analysis and reporting linked to KPIs.
• Stakeholder management.

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, employee groups, and Subject Matter Experts.
• The chance to design and deliver classroom, virtual, and blended learning solutions.
• A role where you can see the impact of your work through measurable learning outcomes and continuous improvement.