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.

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.

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.