Learning & Development Specialist

Design and deliver soft-skills and professional development programmes across business units, with emphasis on customer experience and communication across voice and digital service channels. The role uses coaching, assessment and performance data to strengthen employee capability and service outcomes.

Key Responsibilities

• Deliver programmes on customer experience, call etiquette, active listening, empathy, chat and email writing, objection handling, negotiation, de-escalation and service-to-sales transitions.
• Create facilitator guides, learner resources, role plays, case studies, simulations and other training materials.
• Assess employee readiness through structured observation, call listening, and chat and email reviews.
• Coach employees on the floor through side-by-side support, feedback and targeted follow-up.
• Embed consent, required disclosures, approved scripts and responsible sales behaviour into learning modules.
• Work with Quality Assurance to align scoring and convert quality findings into learning interventions.
• Partner with subject matter experts to identify capability gaps and design appropriate solutions.
• Measure learning impact against operational indicators such as quality scores, first-contact resolution, conversion, cancellations and complaints.
• Maintain training, assessment and certification records in Oracle LMS.

Requirements and Qualifications

• Bachelor’s degree in HR, business administration, education, psychology, communications or a related field.
• Four to six years in soft-skills training, including two to three years in a contact centre, collections or virtual banking environment.
• Experience designing and delivering behavioural learning for voice and digital channels.
• Knowledge of UAE telemarketing and consumer protection requirements; banking or financial services experience is preferred.

Skills and Competencies

Facilitation, instructional design, coaching, behavioural assessment, quality calibration, KPI reporting and stakeholder management are important. Arabic language skills are an advantage.