Senior Performance and Training Specialist
- Dubai, United Arab Emirates
Posted 5 days ago
About the role
Senior Performance & Training Specialist
• Fulfilment - CX • Dubai, UAE · Full-time, on-site
When a customer contacts support, they don't know if they're talking to a human or an AI agent. They just know whether their problem got solved and whether they felt heard. That experience is being checked consistently. That's where you come in.
This is a quality assurance and change validation role, not a supervisory one. You're the control layer between how fast CX is scaling and what customers actually experience. Your headline metric is “restoring audit coverage to target capacity — reaching monthly audits, ATA reviews, and coaching targets sustained across the full period” — but the real scope is bigger: you're the only role that audits both human agents and AI agents against the same standard, you validate every new process before it touches a customer, and you keep vendor quality honest by auditing the auditors themselves. As AI takes a larger share of conversations, you become the basis for every scale-up decision.
You'll love this role if you...
- You get suspicious of small samples and love building the case that proves or disproves a hunch: data is your first language
- You have a craftsperson's obsession with standards: what "good" means and why it matters, especially when holding it costs someone something
- You're energised by conversations where your findings change what happens next: not reporting into a black hole, but seeing Product and Ops move upstream because you surfaced the pattern
- You think like an auditor: independent, sceptical, rigorous — and you're comfortable defending a finding to vendors and senior stakeholders
- You care about AI the way you care about people: genuinely curious about where it fails, what it does badly, and how to make it better
What you'll own
- Drive audit coverage and ATA reviews back to target capacity by owning the full quality audit schedule across both in-house and vendor teams, seven days a week, and delivering the monthly coaching and calibration sessions that keep standards honest
- Design and enforce the standard for AI-handled conversations — audit AI agent interactions end to end, identify failure patterns, recommend improvements to the AI Soft Skills Validator itself, and own the criteria by which AI agents are certified ready for customers
- Validate every major process change before rollout — design the test, run spot checks live during rollout, and write the recommendation that goes to leadership the same day
- Keep vendor quality teams honest by auditing ~200 ATA reviews monthly, ensuring their scoring stays calibrated and independent
- Own DSAT validation and root cause — validate agent root causes within 60 minutes, identify patterns, and coach agents and vendors on what caused the friction
- Update and verify Knowledge Base and SOP adoption monthly, with spot checks confirming teams are actually following what's documented
- Cover peaks and backlogs in chat or ED queues when CX needs the surge capacity
What tells us you're the one
- You've measurably improved a quality or operational outcome across a significant scale — tell us the audit program, process validation, or vendor quality initiative you owned, and the metric that moved (CSAT, audit accuracy, process adoption, or cycle time)
- You think causally: you build the sample, spot the pattern others miss, and defend your conclusion with evidence — not hunches
- 3–5+ years in quality assurance, CX performance, or process improvement within a contact centre or support operation — you've run structured audits, delivered coaching, and calibration sessions, and worked with BPO or outsourced partners. Results matter more than years
- Fluent in Arabic and English, written and spoken — required to audit and coach the KSA and UAE Arabic teams with credibility
- Practical, hands-on experience evaluating AI tools — you can identify why an AI agent's response failed and articulate what improvement looks like; you're comfortable with Freshdesk, Freshchat or equivalent support platforms; and you can build and defend a sample in advanced Excel or Google Sheets
- You communicate clearly in writing — SOPs, findings, and recommendations that others can act on without a follow-up
Why Justlife
- Scale and impact: Your standards and audits directly shape the experience of tens of thousands of customers across the UAE and KSA every month. AI scale-up decisions run through your evaluation
- Real growth: You're building the quality framework for conversational AI — a model that doesn't exist yet — and taking it to market at pace. That's rare, and it's yours to own
- Your findings travel: What you surface in the morning reaches leadership the same day and gets fixed upstream in Product and Ops. Not a black hole
- A fair, objective performance system — your work is measurable, your impact is visible, and recognition flows through our JustHeroes program
- Start-up spirit, plus perks: a birthday day off (JustHoliday), free Justlife credits, referral bonuses, and team experiences as we expand across the GCC
Our hiring process
This role goes through a structured interview process designed to assess both your technical expertise and your analytical thinking. You'll also complete a work sample exercise that reflects the real shape of the role.
Join the tribe and let's become #everydaybetter, together.
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