Head of Customer Experience & LLM Quality

Tabby | تابي; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Tabby is seeking a leader for Training and Quality in the UAE to define customer conversation standards and to drive CSAT improvements. You will enable managers, coach agents, and align LLM-guided evaluation with business outcomes, ensuring consistent service excellence across customer interactions.

Responsibilities include iterating on standards, surfacing missed opportunities, and measuring impact with data across the organization.

Qualifications

• 7+ years in CX, service, or sales coaching leadership.
• Experience coaching people to win customers over.
• Data fluent with large datasets and dashboards.
• Able to influence senior stakeholders with evidence.

Responsibilities

• Define what a good customer conversation looks like and keep the standard concise.
• Evaluate interactions against the standard and identify reasons for gaps.
• Lead the customer-centricity standard with Leaders and Managers.
• Own the CSAT diagnosis and drive improvements.
• Oversee LLM Quality checking and coaching for agents.
• Turn findings into training triggers and process changes with owners.

Skills

CX coaching

Data analytics

Stakeholder management

LLM readiness

Change leadership

Communication

Leadership in CX

Tools

Dashboards

LLM QA tools

Job description

Tabby is seeking a leader for Training and Quality in the UAE to define customer conversation standards and to drive CSAT improvements. You will enable managers, coach agents, and align LLM-guided evaluation with business outcomes, ensuring consistent service excellence across customer interactions.

Responsibilities include iterating on standards, surfacing missed opportunities, and measuring impact with data across the organization.