Learning & Development Specialist

About the role

The Learning & Development Specialist will design, deliver and evaluate soft‑skills and professional development programmes for multiple business units, ensuring compliance and measurable impact on performance.

Key responsibilities

• Deliver soft‑skills and professional development programmes across multiple business units.
• Build and facilitate programmes on customer experience, call etiquette, active listening, empathy, handling mixed channels, writing for chat and email, objection handling, negotiation, de‑escalation, and transitioning from service to sales.
• Design learning materials, facilitator guides, learner resources, role‑plays, case studies and supporting training content.
• Assess readiness at practice, simulation and on‑the‑job stages using structured observations, call listening and chat/email reviews.
• Coach agents on the floor through side‑by‑side coaching, feedback sessions and targeted follow‑up.
• Integrate compliant behaviours such as consent, disclosures, approved scripts and responsible sales conduct into every module.
• Partner with Quality Assurance to align quality scoring and translate findings into focused learning interventions.
• Collaborate with Subject Matter Experts to identify capability needs and develop appropriate learning solutions.
• Measure learning effectiveness against operational KPIs (quality scores, first‑contact resolution, conversion, cancellations, complaints) and report on impact.
• Maintain accurate training records, assessment results and certification status in Oracle LMS.

Required profile

• Bachelor’s degree in Human Resources, Business Administration, Education, Psychology, Communications or a related field.
• 4–6 years of experience in soft‑skills training, including 2–3 years in a contact‑centre, collections or virtual banking environment.
• Proven experience designing and delivering behavioural programmes for voice and digital channels.
• Understanding of UAE telemarketing and consumer‑protection requirements; banking or financial‑services experience preferred.
• Ability to translate learning needs and business requirements into engaging, practical learning experiences.
• Confidence working with Subject Matter Experts and employees at all organisational levels; Arabic language skills are an advantage.

What we offer

• Opportunity to shape learning experiences and support customer‑service excellence.
• Exposure to diverse business units, employee groups and Subject Matter Experts.
• Chance to design and deliver classroom, virtual and blended learning solutions.
• Role where impact is visible through measurable learning outcomes and continuous improvement.