Customer Service Training Specialist

About UsKeeta, the international subsidiary of global delivery leader Meituan, is driven by a clear mission: We help people eat better, live better. Building on our parent company's 16 years of technological and operational excellence mastered in China, we are leading a global transformation in food and consumer product delivery. Since our start in 2023, Keeta has focused on creating value for every part of the communities we serve. We provide a reliable experience for consumers, enhance technology and operations for restaurants, and create more earning opportunities and greater safety for courier partners. This commitment to shared progress drives our journey from Hong Kong, China, across the Middle East and into Brazil, with the world ahead.What You'll DoServe as the dedicated training POC for assigned BPO vendors, owning the full vendor training relationship end-to-end — from onboarding to certification.Lead weekly business reviews, calibration sessions, performance evaluations, and escalation calls with structured documentation.Hold vendors accountable for training SLAs including trainer readiness, attendance, content adoption, nesting compliance, and certification timelines — validating vendor-reported data against internal metrics.Track vendor KPIs, proactively flag underperformance, conduct root cause analysis, and design and enforce corrective action plans with measurable targets.Own the Nesting Scorecard framework — scoring, evidence collection, graduation decisions — and oversee vendor new hire onboarding with curriculum validation per batch.Design and deliver training as business needs arise — refreshers, product/service launches, SOPs, and workshops — stepping in directly when vendor-led delivery falls short.Drive cross-vendor initiatives including 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 with data-backed insights, and collaborate cross-functionally with Ops, Quality, and BPI teams.What We Need From You5+ years in training/L&D or vendor management within BPO/contact center environments.Proven experience managing vendor training across multiple sites or regions.Strong grasp of industry metrics (CSAT, FCR, AHT, QA scores, nesting scores) and experience with RCA and data-driven interventions.Demonstrated skills in content development, facilitation, and excellent stakeholder management.Fluent English and Arabic (written and spoken).Willingness to travel within GCC countries.What Makes This Role ExcitingBuild and own the Nesting Scorecard framework and vendor training governance from the ground up in a fast-growing food delivery platform across KSA and Kuwait markets.Drive cross-vendor training initiatives and accreditation programs in a still-building, high-growth environment where your frameworks will shape quality standards at scale.Work cross-functionally with Ops, Quality, and BPI teams in a global organization backed by Meituan's 16-year operational expertise.Why Join KGlobal scale, local impact — Keeta is Meituan's international arm, backed by 16 years of technology and operational expertise, and one of the fastest-growing food delivery platforms in the Middle East.Real ownership from day one — You'll build training frameworks, shape vendor quality standards, and directly influence customer experience at scale.Work with top talent globally — Collaborate with teammates from over 40 countries in a fast-moving, high-performance environment.Accelerate your career — We move fast, operate across multiple markets, and give ambitious people the space to grow beyond what a traditional role could offer.