Senior AI CX Quality Assurance Specialist

Justlife; Dubai; Sur place; AED 300 000 - 520 000; Plein temps

Avantages offerts par ce poste

Birthday day off

Justlife credits

Referral bonuses

Team experiences across GCC

Résumé du poste

Justlife in Dubai seeks a Senior Performance & Training Specialist to ensure AI and human agent standards across CX operate consistently. You’ll design audits, validate changes, and drive QA coverage across in‑house and vendor teams seven days a week.

Fluent in Arabic and English, you bring 3–5+ years in QA or process improvement within a contact centre, and hands‑on AI tool experience with Freshdesk/Freshchat; advanced Excel/Sheets skills help you surface insights that drive action.

Qualifications

• 3–5+ years in quality assurance, CX performance, or process improvement within a contact centre.
• Fluent in Arabic and English, written and spoken.
• Hands-on experience evaluating AI tools; comfortable with Excel/Sheets.
• Ability to build and defend samples with data-backed evidence.

Responsabilités

• Drive audit coverage and ATA reviews to target capacity seven days a week, with monthly coaching sessions.
• Design and enforce AI conversation standards; audit AI interactions end‑to‑end and certify readiness.
• Validate major process changes with tests and leadership recommendations the same day.
• Audit ~200 ATA reviews monthly; ensure scoring stays calibrated and independent.
• Own DSAT validation; coach agents and vendors on root causes.
• Update Knowledge Base and SOP adoption with spot checks.
• Cover chat/ED queues peaks when CX needs surge capacity.

Connaissances

Quality Assurance

Data analysis

Auditing

Process improvement

Outils

Freshdesk

Freshchat

Excel

Google Sheets

Description du poste

Justlife in Dubai seeks a Senior Performance & Training Specialist to ensure AI and human agent standards across CX operate consistently. You’ll design audits, validate changes, and drive QA coverage across in‑house and vendor teams seven days a week.

Fluent in Arabic and English, you bring 3–5+ years in QA or process improvement within a contact centre, and hands‑on AI tool experience with Freshdesk/Freshchat; advanced Excel/Sheets skills help you surface insights that drive action.