Senior Performance & Training Specialist (AI)

Location: Dubai, UAE; full-time, on-site

Company

hirify.global is a startup expanding its customer experience and conversational AI operations across the GCC.

What you will do

• Own the quality audit schedule for in-house and vendor teams, restoring audit coverage and delivering monthly coaching and calibration sessions.
• Audit human and AI-handled conversations against a shared quality standard and define certification criteria for AI agents.
• Evaluate AI failure patterns and recommend improvements to the AI Soft Skills Validator.
• Validate major process changes through test design, live rollout spot checks, and same-day leadership recommendations.
• Audit approximately 200 vendor ATA reviews each month and maintain independent, calibrated scoring.
• Validate DSAT root causes, verify Knowledge Base and SOP adoption, and provide surge support in chat or ED queues when needed.

Requirements

• 3–5+ years of experience in quality assurance, CX performance, or process improvement within a contact centre or support operation.
• Experience running structured audits, coaching and calibration sessions, and working with BPO or outsourced partners.
• Demonstrated improvement of a quality or operational metric such as CSAT, audit accuracy, process adoption, or cycle time.
• Strong causal and analytical thinking, including sample design, pattern identification, and evidence-based recommendations.
• Fluent Arabic and English, written and spoken, required for auditing and coaching KSA and UAE Arabic teams.
• Hands-on experience evaluating AI tools, familiarity with Freshdesk, Freshchat, or equivalent platforms, and advanced Excel or Google Sheets skills.

Culture & Benefits

• Quality standards and AI evaluations directly influence customer experience across the UAE and KSA.
• Opportunity to build and scale a conversational AI quality framework.
• Findings are shared with leadership and used by Product and Operations for upstream improvements.
• Performance is measured objectively, with recognition through the JustHeroes program.
• Benefits include a birthday day off, free hirify.global credits, referral bonuses, and team experiences.

Hiring process

• Structured interviews assess technical expertise and analytical thinking.
• A work-sample exercise reflects the practical requirements of the role.