Senior Performance and Training Specialist
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Drive audit coverage and ATA reviews back to target capacity by owning the full quality audit schedule across in-house and vendor teams, seven days a week, and delivering monthly coaching sessions. Design standards for AI-handled conversations, audit agent interactions end-to-end, and recommend improvements to the Soft Skills Validator. Validate every major process change before rollout by designing tests, running live spot checks, and writing same-day recommendations to leadership. Keep vendor quality teams honest by auditing approximately 200 monthly ATA reviews and ensuring scoring calibration. Own DSAT validation and root cause analysis, coaching agents and vendors on friction points within 60 minutes. Update and verify Knowledge Base and SOP adoption monthly with spot checks. Cover peaks and backlogs in chat or ED queues when surge capacity is needed.
Required 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
- Comfortable with Freshdesk, Freshchat or equivalent support platforms
- Ability to build and defend a sample in advanced Excel or Google Sheets
- Ability to communicate clearly in writing
- Ability to run structured audits
- Ability to deliver coaching
- Ability to deliver calibration sessions
- Experience working with BPO or outsourced partners
Desired Qualifications
- Measurable improvement of a quality or operational outcome across a significant scale
- Experience owning an audit program, process validation, or vendor quality initiative
- Ability to demonstrate a metric that moved (CSAT, audit accuracy, process adoption, or cycle time)
- Causal thinking: ability to build a sample, spot a pattern others miss, and defend a conclusion with evidence
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