Operational Excellence Analyst

Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region’s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.

Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.

Position Summary

The Operational Excellence Analyst plays a critical role in driving service excellence by ensuring that every interaction across Property Finder’s voice, chat, and digital support channels consistently meets the highest standards. By defining service quality standards and analyzing performance trends, you will translate quality insights into targeted coaching and strategic improvement opportunities. This role is pivotal in identifying performance gaps and surfacing customer sentiment to directly boost CSAT, NPS, and First Contact Resolution, while actively reducing customer friction. This role is a key driver of customer retention and brand loyalty, enabling a seamless and scalable experience that consistently delivers on the Property Finder promise.

Key Responsibilities

• Design, develop, and continuously evolve quality service standards and scorecards that assess CX performance across all customer touchpoints, aligned with Property Finder’s customer experience principles and business objectives.

• Integrate quality standards into our AI-powered quality monitoring tool, including configuring rules, training models, and optimizing automated checks to identify quality risks, compliance gaps, and coaching opportunities.

• Own and continuously refine the calibration model between AI-tool and human quality assessments, ensuring scoring accuracy, consistency, and reliability while identifying improvement opportunities for AI performance.

• Lead structured calibration sessions with Team Leaders and CX stakeholders, driving alignment on quality standards, scoring logic across the CX function.

• Analyze and report on quality performance and custom satisfaction trends, translating data into reports, dashboards, insights, and executive-ready narratives that highlight experience risks , CX performance gaps , individual outliers , and improvement opportunities.

• Surface and share customer sentiment insights derived from quality evaluations, CSAT feedback, and interaction data to inform CX strategy, product decisions, and service enhancements.

• Partner with Team Leaders, Training, and HR to translate quality insights into targeted coaching themes and training initiatives to address skill gaps, behavioral inconsistencies, and experience risks.

• Continuously explore and recommend emerging AI, automation, and CX quality best practices, championing innovation that enhances efficiency, accuracy, and experience consistency

The Person

• Bachelor's degree in Business, Operations, Analytics, or a related field

• 2-4 years of experience in Quality Assurance, Customer Experience Operations, or Operational Excellence roles within contact center or customer service environments

• Demonstrated expertise in designing and implementing quality frameworks, scorecards, and evaluation methodologies

• Strong analytical and data visualization skills with proficiency in Excel, Google Sheets, Tableau, Power BI, or similar analytics platforms

• Knowledge of quality frameworks and methodologies such as COPC, Six Sigma, Lean, or similar continuous improvement approaches

• Excellent communication, presentation, and stakeholder management skills with the ability to translate complex data into clear, actionable insights for diverse audiences

• Fluency in English and Arabic

• Detail-oriented with strong organizational skills and the ability to manage multiple priorities in a fast-paced, dynamic environment

• Experience working with AI-powered QA tools is a pulse (e.g., speech analytics, automated quality monitoring platforms, sentiment analysis tools)

Behavioral Competencies

• Customer-obsessed mindset with commitment to delivering excellence

• Data-driven decision-maker who values evidence over assumptions

• Collaborative team player with strong cross-functional partnership skills

• Adaptable and resilient in navigating change and ambiguity

• Proactive problem-solver with a solution-oriented, continuous improvement mindset

• Strong coaching orientation with the ability to develop others through constructive feedback

Our promise to talent

At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.

Property Finder Guiding Principles

• Think Future First

• Data Beats Opinions, Speed Beats Perfection

• Optimise for Impact

• No Ostriches Allowed

• Our People, Our Power

• The Biggest Risk is Taking no Risk at All

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