Head of Customer Centricity & LLM Quality

Tabby | تابي; United Arab Emirates; On-site; AED 320,000 - 520,000; Full time

Job summary

Tabby in UAE seeks a Senior CX/LLM Quality Lead to own customer-centric evaluation, CSAT diagnostics, and coaching excellence. You will shape standards for conversations, lead the LLM QA program, and partner with Product and Operations to improve outcomes.

You will manage cross-functional stakeholders, drive data-informed improvements, and build a high-skill team focused on measurable customer outcomes in a fast-moving environment.

Qualifications

• Experience coaching people to win customers over in telesales, retail, hospitality, or service recovery.
• Data fluent, comfortable working with large datasets and dashboards.
• Able to hold a position with senior stakeholders on evidence and adjust when evidence changes.
• Calm and measured under pressure.
• Track record of leading change that meets resistance and sticks.
• Comfortable working in an LLM-heavy environment.

Responsibilities

• Define what a good customer conversation looks like and set a short criteria.
• Evaluate per interaction: did it meet the standard and why not.
• Keep the standard current as products and policies evolve.
• Set the customer centricity standard and empower Leaders to apply it.
• Run ticket-solving sessions with managers to surface opportunities.
• Assess how Team Leaders coach agents and ensure quality coaching.
• Own CSAT diagnosis: drivers, pitfalls, and owners.
• Build ability to recover CSAT even when outcomes are not ideal.
• Segment detractors by reason and assign responsible owners.
• Report blended CSAT and controllable CSAT as separate metrics.
• Route product-driven dissatisfaction to product owners via Experience Leads.
• Lead the LLM Quality Team with checklists and prompts for guidance.
• Maintain the LLM evaluation model separate from the human one.
• Analyze results across CSAT/DSAT, VoC, complaints, and conversations.
• Dissect data with Analytics to extract needed insights.
• Turn findings into training triggers and process changes with owners.
• Measure whether a driver actually moved after actions.
• Build a small team of high-skill owners with clear accountability.

Skills

CX coaching leadership

Data analytics

Stakeholder management

LLM QA / evaluation

Change management

Performance coaching

Job description

Tabby in UAE seeks a Senior CX/LLM Quality Lead to own customer-centric evaluation, CSAT diagnostics, and coaching excellence. You will shape standards for conversations, lead the LLM QA program, and partner with Product and Operations to improve outcomes.

You will manage cross-functional stakeholders, drive data-informed improvements, and build a high-skill team focused on measurable customer outcomes in a fast-moving environment.