Senior CX QA & AI Training Lead

Justlife; Dubai; On-site; AED 279,000 - 469,000; Full time

Benefits offered by this job

Birthday day off (JustHoliday)

Free Justlife credits

Referral bonuses

Team experiences as we expand

Job summary

Justlife is seeking a Senior Performance & Training Specialist in Dubai to own quality audits across in-house and vendor teams, seven days a week. You will design AI-handling standards, validate changes before rollout, and coach teams to sustain high calibration across CSAT and audit accuracy.

You will work closely with Product and Ops to surface patterns, defend findings to stakeholders, and ensure knowledge bases stay current. Arabic and English fluency is essential for UAE and KSA teams.

Qualifications

• 3–5+ years in quality assurance, CX performance, or process improvement within a contact centre or support operation.
• Fluent in Arabic and English, written and spoken.
• Practical hands-on experience evaluating AI tools and defending findings with evidence.

Responsibilities

• Drive audit coverage and ATA reviews back to target capacity seven days a week.
• Design and enforce the standard for AI-handled conversations and agent certification criteria.
• Validate major process changes before rollout and write leadership recommendations.
• Audit ~200 ATA reviews monthly to keep scoring calibrated and independent.
• Own DSAT validation, identify patterns, and coach agents and vendors on root causes.
• Update Knowledge Base and SOP adoption with monthly spot checks.
• Cover peaks and backlogs in chat/ED queues when CX needs surge capacity.

Skills

Auditing

Quality assurance

Data analysis

Coaching & calibration

Root cause analysis

Stakeholder communication

Excel or Google Sheets

Freshdesk/Freshchat

Tools

Freshdesk

Freshchat

Job description

Justlife is seeking a Senior Performance & Training Specialist in Dubai to own quality audits across in-house and vendor teams, seven days a week. You will design AI-handling standards, validate changes before rollout, and coach teams to sustain high calibration across CSAT and audit accuracy.

You will work closely with Product and Ops to surface patterns, defend findings to stakeholders, and ensure knowledge bases stay current. Arabic and English fluency is essential for UAE and KSA teams.