On-the-job Training Lead (Fintech)

TL;DR

On-the-job Training Lead (Fintech): Improving agent performance by analyzing CSAT and Quality scores to design and deliver targeted training programs with an accent on root cause analysis and coaching. Focus on administering Bottom Quartile programs, eliminating skill gaps, and enhancing overall service delivery.

Location: Onsite in KSA. Must be a Saudi National.

Company

hirify.global is a leading fintech company providing flexible, interest-free payment options for shoppers and brands across the GCC region.

What you will do

• Analyze CSAT, Quality scores, and GPT data to identify performance trends and gaps across the customer service team.
• Conduct root cause investigations to pinpoint underlying reasons for performance gaps and low scores.
• Design and deliver targeted training programs and follow-up coaching to ensure knowledge transfer.
• Lead and customize Bottom Quartile programs across all lines of business based on specific LOB requirements.
• Track and report on the effectiveness of training initiatives and agent progress to management.
• Maintain deep product expertise to ensure all training content is accurate and up-to-date.

Requirements

• Must be a Saudi National.
• 3-5 years of experience in Customer Service as a Team Leader, Trainer, or Training Lead.
• Bachelor's degree in Business, Finance, Education, or a related field.
• Excellent verbal and written communication in both English and Arabic.
• Proven ability to analyze performance metrics (CSAT, Quality scores) and provide actionable recommendations.
• Hands-on experience delivering training sessions and coaching individuals or groups.

Nice to have

• Certification in training or customer service (e.g., Certified Customer Service Trainer).
• Knowledge of adult learning principles and instructional design methodologies.
• Familiarity with CSAT and Quality scoring systems.

Hiring process

• HR introductory call.
• Case study evaluation.
• Final and Advanced interviews.