Customer Service Training Specialist

About the role

Keeta, the international subsidiary of Meituan, is seeking a Customer Service Training Specialist to lead vendor training for its BPO partners across the GCC region. The role will own the end‑to‑end training relationship, from onboarding new hires to certification and continuous improvement.

Key responsibilities

• Serve as the dedicated training point of contact for assigned BPO vendors, managing the full training lifecycle from onboarding to certification.
• Lead weekly business reviews, calibration sessions, performance evaluations and escalation calls, documenting outcomes.
• Hold vendors accountable for training SLAs (trainer readiness, attendance, content adoption, nesting compliance, certification timelines) and validate vendor‑reported data against internal metrics.
• Track vendor KPIs, flag underperformance, conduct root‑cause analysis and design corrective action plans with measurable targets.
• Own the Nesting Scorecard framework, including scoring, evidence collection, graduation decisions and batch onboarding curriculum validation.
• Design and deliver training programs for refreshers, product/service launches, SOPs and workshops, stepping in when vendor delivery falls short.
• Drive cross‑vendor initiatives such as assessment frameworks, accreditation programs and best‑practice sharing while maintaining SOPs, training decks, guides and knowledge‑base articles.
• Maintain the Master Tracker with accurate training records, prepare weekly/monthly reports and collaborate with Operations, Quality and BPI teams.

Required profile

• Minimum 5 years of experience in training/L&D or vendor management within BPO/contact‑center environments.
• Proven experience managing vendor training across multiple sites or regions.
• Strong understanding of industry metrics such as CSAT, FCR, AHT, QA scores and nesting scores, with experience in root‑cause analysis and data‑driven interventions.
• Excellent stakeholder management and facilitation skills.
• Fluent in English and Arabic (written and spoken).
• Willingness to travel within GCC countries.

Required skills