Training Specialist

1. BPO Vendor Training Governance & Accountability (Primary) Dedicated training POC for assigned BPO vendors, owning the full vendor training relationship end-to-end Lead WBRs, calibration sessions, performance reviews, and escalation calls with structured documentation Hold vendors accountable for training SLAs — trainer readiness, attendance, content adoption, nesting compliance, certification timelines Validate vendor-reported training data against internal metrics
2. Vendor Performance Management & Intervention Track vendor KPIs and proactively flag underperformance Conduct root cause analysis Design and enforce corrective action plans with measurable targets Drive vendor readiness for product/service launches
3. Nesting & Onboarding Oversight Own the Nesting Scorecard framework — scoring, evidence collection, graduation decisions Oversee vendor new hire onboarding and validate curriculum coverage Review and approve vendor training plans per batch
4. Training Delivery & Content Development Design and deliver training as business needs arise — refreshers, launches, SOPs, workshops Step in directly when vendor-led delivery falls short Maintain SOPs, training decks, guides, and knowledge base articles
5. Training Initiatives & Continuous Improvement Drive cross-vendor initiatives — assessment frameworks, accreditation, best-practice sharing Improve delivery methods, tools, and engagement models Contribute to regional projects and strategic initiatives
6. Reporting, Data & Stakeholder Communication Maintain the Master Tracker with accurate training records Prepare weekly/monthly reports with data-backed insights Collaborate cross-functionally with Ops, Quality, and BPI teams What Sets You Apart: Food delivery / e-commerce / on-demand industry background Nesting programs, certification frameworks, scorecard governance experience Six Sigma / Lean / CI methodology familiarity Multi-country/multi-market training management Framework builder, not just framework inheritor Data-comfortable — dashboards, trackers, numbers to action Self-starter who drives execution without waiting for direction Thrives in fast-paced, high-growth, still-building environments

5+ years in training/L&D/vendor management in BPO/contact center Track record managing vendor training across multiple sites/regions Strong grasp of industry metrics RCA and data-driven intervention experience Content development and facilitation skills Excellent stakeholder management Fluent English and Arabic Willingness to travel within GCC