Senior Performance and Training Specialist

Just Life
Dubai
Workplace: OnsiteFull timeFunction: Education & TrainingExperience: 3-5 yearsSkills: ["Analytical thinking","Rigor","Independent judgment","Coaching","Clear written communication"]

Own the quality audit program for both human and AI-handled customer conversations, driving audit coverage back to target capacity. Design and enforce standards for AI interaction quality, validate major process changes before rollout, and audit vendor ATA reviews to keep scoring calibrated and independent. Validate DSAT root causes quickly, update KB/SOP adoption with spot checks, and cover CX queue peaks to ensure consistent customer experience.

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FursaFursa
Just Life
Just Life
2 days ago

Senior Performance and Training Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the quality audit program for both human and AI-handled customer conversations, driving audit coverage back to target capacity. Design and enforce standards for AI interaction quality, validate major process changes before rollout, and audit vendor ATA reviews to keep scoring calibrated and independent. Validate DSAT root causes quickly, update KB/SOP adoption with spot checks, and cover CX queue peaks to ensure consistent customer experience.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Mid level

Key Responsibilities

  • •Drive audit coverage and ATA reviews back to target capacity by owning the quality audit schedule across in-house and vendor teams, including monthly coaching and calibration.
  • •Design and enforce standards for AI-handled conversations by auditing AI agent interactions end to end and recommending improvements to the AI Soft Skills Validator.
  • •Validate major process changes before rollout by designing tests, running spot checks during rollout, and writing same-day recommendations to leadership.
  • •Audit vendor quality teams by reviewing ~200 ATA reviews monthly to ensure consistent, calibrated, independent scoring.
  • •Validate DSAT root causes within 60 minutes, identify patterns, coach agents/vendors, and update/verify Knowledge Base and SOP adoption monthly with spot checks.

Pay and Benefits

Perks:Birthday DayAnnual BonusFree Credits

Key Requirements

  • •3–5+ years in quality assurance, CX performance, or process improvement within a contact centre/support operation, including structured audits, coaching, and calibration.
  • •Experience running audits and working with BPO/outsourced partners to improve operational outcomes.
  • •Fluent in Arabic and English (written and spoken) to audit and coach KSA and UAE Arabic teams with credibility.
  • •Hands-on experience evaluating AI tools, identifying why an AI response failed, and defining improvement criteria; comfortable assessing AI readiness for customers.
  • •Practical experience with Freshdesk, Freshchat or equivalent support platforms, and the ability to build/defend samples in advanced Excel or Google Sheets; clear writing for SOPs and recommendations.
Experience:3-5 yearsContact centreCXBPOAISupport operations
Skills:Analytical thinkingRigorIndependent judgmentCoachingClear written communication
Languages:ArabicEnglish
Tech Stack:FreshdeskFreshchatExcelGoogle Sheets

Company Brief

Just Life
Justlife is a UAE-based home services marketplace and super‑app offering cleaning, beauty & wellness, healthcare-at-home, maintenance, laundry and related services across GCC markets.
Industry: Online Marketplaces
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Dubai, United Arab Emirates
Founded: 2015
WebsiteLinkedInGlassdoor