training lead

Tabby

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
On-the-job Training Lead is responsible for enhancing existing agent (live on the floor) performance by analyzing Customer Satisfaction (CSAT) and Quality scores to identify gaps, recommending and delivering targeted training programs, and ensuring exceptional service delivery to our customers.</div><h3 class="jobSectionHeader"><b><br>
Key Responsibilities</b></h3><br>
<ul>
<li>
<b>Performance Analysis</b>: Analyze CSAT, Quality scores and GPT Quality data to identify trends, patterns, and specific areas for improvement across the customer service team.</li>
<li><b>Root Cause Investigation</b>: Conduct root cause analysis to pinpoint underlying reasons for performance gaps and low scores.</li>
<li><b>Targeted Training</b>: Recommend &amp; design training programs and initiatives tailored to address identified performance gaps. Deliver training &amp; conduct follow-up coaching to ensure information is landed.</li>
<li><b>Performance Tracking</b>: Track and report on the effectiveness of training programs and the progress of agents in the Bottom Quartile program and Refreshers, providing actionable insights to management.</li>
<li><b>Bottom Quartile Program Administration for all LOBs</b>: Lead the Bottom Quartile programs for all the LOBs. Help customize them as per the LOB requirement (as opposed to running the same version of BQ in each LOB)</li>
<li><b>Product Expertise</b>: Maintain a thorough understanding of the company&rsquo;s diverse products and services to ensure training content is accurate, relevant, and up-to-date.</li></ul><br>
<div></div>
<h3 class="jobSectionHeader"><b>
Skills, Knowledge &amp; Expertise</b></h3><br>
<ul>
<li>
<b>Education</b>: Bachelor&rsquo;s degree in Business, Finance, Education, or a related field.</li>
<li><b>Analytical Expertise</b>: Proven ability to analyze performance metrics (e.g., CSAT, Quality scores) and make actionable recommendations.</li>
<li><b>Communication</b>: Excellent verbal and written communication in English and Arabic, presentation, and interpersonal skills to engage agents and stakeholders effectively.</li>
<li><b>Training Experience</b>: Hands-on experience delivering training sessions and coaching individuals or groups in a professional setting.</li>
<li><b>Organization</b>: Strong organizational and project management skills, with the capacity to manage multiple initiatives in a fast-paced environment.<br>
<br>
<b>Preferred Qualifications</b><br>
<ul>
<li>Certification in training or customer service (e.g., Certified Customer Service Trainer).</li>
<li>Familiarity with CSAT and Quality scoring systems.</li>
<li>Knowledge of adult learning principles and instructional design methodologies.</li></ul></li><br>
</ul><div><br>
</div><br>
<h3 class="jobSectionHeader"><b>Job Benefits</b></h3><div><br>
<b>
Experience -</b> 3-5 years of experience in Customer Service as Team Leader / Trainer / Training Lead. Should have worked on assignments aiming to identify knowledge / skills gaps and eliminate defects.</div><div></div><div><br>
<b>
Job Purpose</b> - The purpose of this position is to improve customer service by identifying improvement areas and developing and delivering content that enhances agents knowledge and handling skills.</div><div></div><div><br>
The effectiveness of the role will be measured by the following metrics:</div><ul>
<li>Customer satisfaction score improvement</li>
<li>Quality score improvement</li><br>
</ul><br>
<h3 class="jobSectionHeader"><b>About Tabby</b></h3><div>
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.<br>
<br>
The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.<br>
<br>
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.<br>
<br>
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.</div></div>

Training Lead -Saudi National

Mind Stream

<p><b>Job Title:</b> Training Lead / Trainer (Taxation)<br/><b>Location:</b> Doha, Qatar</p><p><b>Key Responsibilities:</b></p><ul><li>Lead the design and delivery of training programs for end-users of ERP and tax administration systems.</li><li>Conduct training needs assessments to identify different user roles (e.g., internal staff, auditors, tax officers, external users such as accountants/tax agents).</li><li>Develop a comprehensive Training Plan covering curriculum, schedules, and delivery methods (classroom, workshops, e-learning).</li><li>Create or oversee the development of bilingual training materials (Arabic &amp; English), including user manuals, quick reference guides, e-learning videos, and FAQs, ensuring accessibility for diverse audiences.</li><li>Coordinate training logistics, including scheduling around module go-lives and setting up hands-on training environments or sandboxes.</li><li>Deliver train-the-trainer sessions and ensure role-based training is provided to meet functional requirements.</li><li>Organize refresher sessions and new feature training post go-live.</li><li>Collect and analyze training feedback to identify knowledge gaps, misunderstood features, or areas requiring additional coaching/system tweaks.</li></ul><p><b>Requirements:</b></p><ul><li>Proven background in training and development for <b>software, ERP, and/or tax administration systems</b>.</li><li>Strong instructional design skills with the ability to simplify complex processes into structured learning content.</li><li>Experience developing bilingual training content (Arabic and English required).</li><li>Familiarity with tax processes, regulations, and user scenarios to contextualize training effectively.</li><li>Excellent presentation and facilitation skills, able to adapt to audiences ranging from technical staff to end-users.</li><li>Proficiency in training delivery platforms and e-learning authoring tools.</li></ul><p>Job Type: Full-time</p><p>Application Question(s):</p><ul><li>Do you have experience in designing and delivering training programs for software or ERP systems?</li><li>Are you experienced in conducting training needs assessments and developing role-based training plans?</li><li>Are you familiar with tax processes or able to coordinate with SMEs/BAs to contextualize training content?</li><li>Are you fluent in Arabic for both writing training materials and delivering sessions?</li><li>Have you worked on the Dhareeba (Tax Administration System) or similar tax automation projects?</li><li>What is your current and expected salary? Notice period?</li></ul>

Training Lead / Trainer - Dhareeba

Mindstream

<p><b>Job Title:</b> Training Lead / Trainer (Taxation)<br/><b>Location:</b> Doha, Qatar</p><p><b>Key Responsibilities:</b></p><ul><li>Lead the design and delivery of training programs for end-users of ERP and tax administration systems.</li><li>Conduct training needs assessments to identify different user roles (e.g., internal staff, auditors, tax officers, external users such as accountants/tax agents).</li><li>Develop a comprehensive Training Plan covering curriculum, schedules, and delivery methods (classroom, workshops, e-learning).</li><li>Create or oversee the development of bilingual training materials (Arabic &amp; English), including user manuals, quick reference guides, e-learning videos, and FAQs, ensuring accessibility for diverse audiences.</li><li>Coordinate training logistics, including scheduling around module go-lives and setting up hands-on training environments or sandboxes.</li><li>Deliver train-the-trainer sessions and ensure role-based training is provided to meet functional requirements.</li><li>Organize refresher sessions and new feature training post go-live.</li><li>Collect and analyze training feedback to identify knowledge gaps, misunderstood features, or areas requiring additional coaching/system tweaks.</li></ul><p><b>Requirements:</b></p><ul><li>Proven background in training and development for <b>software, ERP, and/or tax administration systems</b>.</li><li>Strong instructional design skills with the ability to simplify complex processes into structured learning content.</li><li>Experience developing bilingual training content (Arabic and English required).</li><li>Familiarity with tax processes, regulations, and user scenarios to contextualize training effectively.</li><li>Excellent presentation and facilitation skills, able to adapt to audiences ranging from technical staff to end-users.</li><li>Proficiency in training delivery platforms and e-learning authoring tools.</li></ul><p>Job Type: Full-time</p><p>Application Question(s):</p><ul><li>Do you have experience in designing and delivering training programs for software or ERP systems?</li><li>Are you experienced in conducting training needs assessments and developing role-based training plans?</li><li>Are you familiar with tax processes or able to coordinate with SMEs/BAs to contextualize training content?</li><li>Are you fluent in Arabic for both writing training materials and delivering sessions?</li><li>What is your current and expected salary? Notice period?</li></ul>

Tax Trainer / Training Lead

Tax Training Lead / Trainer

<p><b>Job Title:</b> Training Lead / Trainer (Taxation)<br/><b>Location:</b> Doha, Qatar</p><p><b>Key Responsibilities:</b></p><ul><li>Lead the design and delivery of training programs for end-users of ERP and tax administration systems.</li><li>Conduct training needs assessments to identify different user roles (e.g., internal staff, auditors, tax officers, external users such as accountants/tax agents).</li><li>Develop a comprehensive Training Plan covering curriculum, schedules, and delivery methods (classroom, workshops, e-learning).</li><li>Create or oversee the development of bilingual training materials (Arabic &amp; English), including user manuals, quick reference guides, e-learning videos, and FAQs, ensuring accessibility for diverse audiences.</li><li>Coordinate training logistics, including scheduling around module go-lives and setting up hands-on training environments or sandboxes.</li><li>Deliver train-the-trainer sessions and ensure role-based training is provided to meet functional requirements.</li><li>Organize refresher sessions and new feature training post go-live.</li><li>Collect and analyze training feedback to identify knowledge gaps, misunderstood features, or areas requiring additional coaching/system tweaks.</li></ul><p><b>Requirements:</b></p><ul><li>Proven background in training and development for <b>software, ERP, and/or tax administration systems</b>.</li><li>Strong instructional design skills with the ability to simplify complex processes into structured learning content.</li><li>Experience developing bilingual training content (Arabic and English required).</li><li>Familiarity with tax processes, regulations, and user scenarios to contextualize training effectively.</li><li>Excellent presentation and facilitation skills, able to adapt to audiences ranging from technical staff to end-users.</li><li>Proficiency in training delivery platforms and e-learning authoring tools.</li></ul><p>Job Type: Full-time</p><p>Application Question(s):</p><ul><li>Do you have experience in designing and delivering training programs for software or ERP systems?</li><li>Are you experienced in conducting training needs assessments and developing role-based training plans?</li><li>Are you familiar with tax processes or able to coordinate with SMEs/BAs to contextualize training content?</li><li>Are you fluent in Arabic for both writing training materials and delivering sessions?</li><li>What is your current and expected salary? Notice period?</li><li>Have you worked on the Dhareeba (Tax Administration System) or similar tax automation projects?</li></ul>

Training Lead / Trainer (Taxation Depart)

Training Lead / Trainer (Tax department)

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