Senior Performance & Training Specialist

Senior Performance & Training Specialist responsible for ensuring consistent quality across both human and AI customer support interactions. The role audits and validates processes, drives audit coverage to target capacity, and collaborates with product and operations teams to refine AI and human agent performance.

• Drive audit coverage and ATA reviews to target capacity across in‑house and vendor teams, delivering coaching and calibration sessions. • Design and enforce standards for AI‑handled conversations, audit end‑to‑end interactions, and recommend improvements. • Validate major process changes before rollout, conduct spot checks, and report findings to leadership. • Audit vendor quality teams (~200 ATA reviews monthly) to maintain calibrated scoring. • Validate DSAT root causes within 60 minutes, identify patterns, and coach agents and vendors. • Update and verify Knowledge Base and SOP adoption monthly, ensuring teams follow documented procedures. • Cover peaks and backlogs in chat or ED queues when needed.

• 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) to audit and coach KSA and UAE Arabic teams. • Practical experience evaluating AI tools and identifying improvement opportunities. • Proficiency in Freshdesk, Freshchat or equivalent support platforms. • Advanced Excel or Google Sheets skills for building and defending samples. • Strong written communication for SOPs, findings, and actionable recommendations.

• Birthday day off (JustHoliday). • Free Justlife credits. • Referral bonuses. • Team experiences as the company expands across the GCC. • Recognition through the JustHeroes program.