International Customer Support Specialist

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you’re passionate about developing people, enabling performance, and bringing products and processes to life through training, you’ll feel right at home here.

Position Overview

We are seeking a dynamic and detail-oriented Product Trainer to deliver engaging and effective training programmes across our contact centre operations. This role is responsible for preparing new hires and existing employees with the knowledge, tools, and confidence required to perform in their roles.

You will work closely with Operations, Quality Assurance, and clients to ensure training content is accurate, relevant, and aligned to business requirements. This is an onsite role requiring strong facilitation skills, organisational ability, and a passion for continuous learning and development.

Key Responsibilities

Training Delivery & Facilitation

● Facilitate engaging, outcomes-based training sessions for new hires and existing employees.
● Deliver product, process, and system training aligned to campaign requirements.

Training Design & Content Development

● Design and update training materials, including presentations, guides, and assessments.
● Ensure all training content is aligned with operational processes and client expectations.

Training Needs Analysis & Planning

● Identify training needs in collaboration with operations and stakeholders.
● Support the planning and coordination of training schedules and interventions.

Assessment & Evaluation

● Conduct pre- and post-training assessments to measure learning effectiveness.
● Evaluate training impact and recommend improvements where required.

Performance Support & Continuous Improvement

● Work with QA and Operations to address performance gaps through targeted training.
● Incorporate feedback into training programmes to continuously improve effectiveness.

Stakeholder Engagement

● Engage with internal stakeholders and clients to ensure alignment on training requirements.
● Gather and act on feedback from trainees and stakeholders following training sessions.

Training Administration & Reporting

● Maintain accurate training records, attendance logs, and learner documentation.
● Prepare and share post-training reports, including insights and recommendations.

Research & Innovation

● Stay up to date with training methodologies, tools, and industry trends.
● Recommend new approaches to enhance learning delivery and engagement.

Qualifications

Essential:

● Previous experience in a training, facilitation, or customer service role within a BPO or contact centre environment.
● Strong facilitation and presentation skills.
● Excellent verbal and written communication skills.
● Strong organisational skills and attention to detail.
● Ability to analyse performance data and adapt training accordingly.
● Ability to work flexible hours where required.

Preferred:

● Experience with learning management systems (LMS) or e-learning platforms.
● Experience in training content design and development.
● Exposure to stakeholder engagement and business partnering.
● Relevant certifications in training, facilitation, or learning and development.

What We Offer

● Work Model: Onsite role based in Maadi, Cairo.
● Development: Ongoing training in facilitation, content design, and operational training frameworks.
● Career Growth: Opportunities to progress into Senior Trainer, Training Team Leader, or broader operational roles.
● Culture: A collaborative, people-focused, and performance-driven environment.
● Perks/Benefits: Health insurance, retirement benefits, and additional employee benefits.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.