Corporate Trainer – Contact Center (UAE Government)

About the role

We are looking for an experienced Contact Center Trainer to design, deliver and evaluate training programs for a prestigious UAE Government account. The role focuses on enhancing employee performance, ensuring compliance with government service standards and driving exceptional customer experience.

Key responsibilities

• Conduct new‑hire onboarding, induction and certification programs.
• Deliver classroom, virtual and on‑the‑job training on government policies, processes and customer service standards.
• Develop and update facilitator guides, assessments and learning resources.
• Analyse quality scores, CSAT and operational KPIs to identify skill gaps and create improvement plans.
• Partner with Operations, Quality and client stakeholders to identify training needs and support audits.
• Measure training effectiveness through assessments, performance tracking and post‑training evaluations.

Required profile

• Bachelor’s degree in Business Administration, HR, Education or related field.
• Train‑the‑Trainer certification (highly preferred) and additional L&D or Customer Experience certifications are a plus.
• 3–5 years of contact‑center training experience, specifically supporting a UAE Government account.
• Strong understanding of UAE government customer‑experience frameworks and service‑excellence standards.
• Experience working with multilingual and culturally diverse teams.

Required skills

• Train‑the‑Trainer certification.
• Adult learning methodologies and instructional design.
• Excellent facilitation and presentation abilities.
• Strong communication in English; Arabic highly preferred.