CX Quality & AI Audit Specialist

Justlife Home Services; Dubai; On-site; AED 357,000 - 580,000; Full time

Job summary

Justlife Home Services in Dubai, UAE is seeking a Senior Performance & Training Specialist to own the quality audit program across CX operations, including AI-driven interactions. You will validate processes before rollout and coordinate coaching sessions to raise audit coverage and customer experience.

The role blends analytics with operational storytelling for scale. You will work with in-house teams and vendor partners to keep standards honest and drive continuous improvement across Arabic

Qualifications

• 3–5+ years in quality assurance, CX performance, or process improvement within a contact center or support operation.
• Experience running structured audits, coaching, and calibration sessions with BPO or outsourced partners.
• Fluent in Arabic and English, written and spoken.
• Hands-on experience evaluating AI tools and defining performance metrics.
• Proficient with Freshdesk/Freshchat and analytics tools.

Responsibilities

• Drive audit coverage and ATA reviews to target capacity across both in-house and vendor teams.
• Design and enforce standards for AI-handled conversations — audit AI agent interactions end to end, identify failure patterns, and own the criteria for AI readiness.
• Validate every major process change before rollout — design the test, run spot checks live during rollout, and write the recommendation for leadership the same day.
• Keep vendor quality teams honest by auditing ~200 ATA reviews monthly and calibrating scoring.
• Own DSAT validation and root cause — identify patterns and coach agents and vendors on causes of friction.
• Update and verify Knowledge Base and SOP adoption monthly, with spot checks confirming adherence.

Skills

Quality assurance

CX performance

Data analysis

Audits

Process improvement

Tools

Freshdesk

Freshchat

Excel/Google Sheets

Job description

Justlife Home Services in Dubai, UAE is seeking a Senior Performance & Training Specialist to own the quality audit program across CX operations, including AI-driven interactions. You will validate processes before rollout and coordinate coaching sessions to raise audit coverage and customer experience.

The role blends analytics with operational storytelling for scale. You will work with in-house teams and vendor partners to keep standards honest and drive continuous improvement across Arabic