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About the role
When a customer contacts support, they don't know if they're talking to a human or an AI agent. They just know whether their problem got solved and whether they felt heard. That experience is being checked consistently. That's where you come in.
What they're looking for
- You get suspicious of small samples and love building the case that proves or disproves a hunch : data is your first language
- You have a craftsperson's obsession with standards: what "good" means and why it matters, especially when holding it costs someone something
- You're energised by conversations where your findings change what happens next : not reporting into a black hole, but seeing Product and Ops move upstream because you surfaced the pattern
- You think like an auditor: independent, sceptical, rigorous — and you're comfortable defending a finding to vendors and senior stakeholders
- You care about AI the way you care about people : genuinely curious about where it fails, what it does badly, and how to make it better
- Validate every major process change before rollout — design the test, run spot checks live during rollout, and write the recommendation that goes to leadership the same day
More about this role
Senior Performance & Training Specialist
• Fulfilment - CX • Dubai, UAE · Full-time, on-site
When a customer contacts support, they don't know if they're talking to a human or an AI agent. They just know whether their problem got solved and whether they felt heard. That experience is being checked consistently. That's where you come in.
This is a quality assurance and change validation role, not a supervisory one. You're the control layer between how fast CX is scaling and what customers actually experience. Your headline metric is “restoring audit coverage to target capacity — reaching monthly audits, ATA reviews, and coaching targets sustained across the full period” — but the real scope is bigger: you're the only role that audits both human agents and AI agents against the same standard, you validate every new process before it touches a customer, and you keep vendor quality honest by auditing the auditors themselves. As AI takes a larger share of conversations, you become the basis for every scale-up decision.
You'll love this role if you...
- You get suspicious of small samples and love building the case that proves or disproves a hunch : data is your first language
- You...
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