Part-Time Corporate Trainer – Advanced Excel & Power BI for Customer Service Analytics
Position: Freelance Corporate Trainer
Programme: Advanced Excel & Power BI for Customer Service Analytics
Duration: 4 days (24 hours): 2 days Advanced Excel + 2 days Power BI
Proposed Dates: 1–4 November 2026 (Sunday to Wednesday)
Location: In-person, Doha, Qatar (Edoxi Training Center or client premises)
About the Role
Edoxi Training Center is looking for an experienced part-time corporate trainer to deliver a customised four-day programme in Advanced Excel and Power BI for customer service analytics. The participant is a senior Customer Service Manager who wants to strengthen his skills in data analytics, KPI design, performance management and customer experience management to support data-driven decision-making.
The ideal trainer combines strong hands-on Excel and Power BI skills with real experience of customer service, contact centre or operations reporting, and can teach at a senior, practical level using realistic service data such as ticket logs, complaint records and customer satisfaction surveys.
Key Responsibilities
- Deliver the 4-day programme (14 modules) as per the approved course outline, in person and on schedule
- Customise examples, datasets and workshops to customer service operations, using ticket, complaint, response-time and CSAT data
- Teach advanced Excel: lookup and logical functions, data cleaning and validation, PivotTables, What-If Analysis, Goal Seek, Scenario Manager and macros
- Guide the participant in designing a customer service KPI framework (CSAT, NPS, Customer Effort Score, first contact resolution, response and resolution times, SLA compliance) with targets and thresholds
- Build KPI scorecards and performance management reports in Excel, including red/amber/green status and variance against targets
- Teach Power BI: Power Query, data modelling, DAX measures for KPIs and target comparisons, and interactive dashboards
- Facilitate complaint and customer experience analysis, including Pareto and root cause analysis
- Supervise the capstone project: an end-to-end customer service KPI dashboard with improvement recommendations
- Prepare or adapt practice datasets, exercise files and handouts before the training
- Share attendance, a short feedback summary and observations with Edoxi after the training
Requirements
- At least 5 years of corporate training experience in Microsoft Excel and Power BI
- Hands-on experience with customer service, contact centre, operations or MIS reporting and KPI dashboards
- Expert-level Excel (advanced formulas, PivotTables, What-If Analysis, macros) and strong Power BI skills (Power Query, data modelling, DAX, dashboard design)
- Understanding of customer service metrics and performance management practices
- Ability to train senior professionals in a practical, consultative and engaging way
- Excellent spoken and written English; Arabic is an advantage
- Based in Qatar, or able to deliver in person in Doha on the proposed dates
- Own laptop with Microsoft Excel (Microsoft 365) and Power BI Desktop installed
Preferred Qualifications
- Microsoft Certified: Power BI Data Analyst Associate (PL-300)
- Microsoft Office Specialist (MOS) Excel Expert
- Microsoft Certified Trainer (MCT)
- Customer experience or service excellence certification (for example CCXP or COPC), or Lean Six Sigma
- Previous corporate training experience in the GCC
