Premium Guest Experience Trainer

About the role

We are seeking an experienced and engaging Premium Guest Experience Trainer to design and deliver training programs that elevate customer service standards for a premium account. The role involves coaching new hires and existing staff to ensure exceptional guest experiences across voice‑based contact centre environments.

Key responsibilities

• Lead and deliver engaging training sessions covering customer service, communication, product knowledge, systems, and premium guest experience.
• Assess trainee performance, provide constructive feedback and coaching.
• Identify knowledge and skill gaps and develop targeted training interventions.
• Monitor training effectiveness and recommend improvements based on performance data and business needs.
• Collaborate with Operations, Quality and other stakeholders to align training content with operational standards.
• Analyze training and performance data to spot trends, gaps and improvement opportunities.
• Maintain accurate training records, reports, assessments and performance documentation.
• Support continuous improvement initiatives and enhance the overall learning experience.

Required profile

• Previous experience as a Trainer, Learning & Development Specialist or Training Supervisor, preferably in a contact centre environment.
• Fluent Arabic with strong spoken English (C1 level).
• Excellent presentation, communication, facilitation and interpersonal skills.
• Strong analytical and problem‑solving abilities, using data to identify performance gaps.
• Ability to work in a fast‑paced environment and support operational requirements.

Required skills

• Train‑the‑Trainer (TOT) certification (preferred).
• Six Sigma certification or knowledge (preferred).
• Data analysis and reporting.
• Performance tracking.
• Development and delivery of training materials, assessments and coaching plans.