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.

Summary

We are looking for a customer-obsessed, data-driven, process-oriented Operational Excellence Analyst to join our Customer Experience team. This role plays a key part in driving quality and performance across our contact center operations. In this position, you will lead quality monitoring initiatives, uncover insights through CX analytics, document and optimize processes, and support continuous improvement efforts. A strong focus will be placed on automation, innovation, and the smart use of AI to elevate quality and operational efficiency

Key Responsibilities

Conduct regular quality assessments of customer interactions across multiple channels (voice, email, chat, etc.)
Design and implement robust quality scorecards to evaluate and improve agent performance
Facilitate regular calibration sessions with CX teams, trainers, and managers to ensure consistency, fairness, and alignment on quality standards
Analyze satisfaction and dissatisfaction trends using CSAT, FCR, and other relevant metrics
Identify patterns and root causes behind performance gaps or customer pain points
Translate data sets into actionable insights and dashboards that guide decision-making
Present findings and recommendations to internal stakeholders, including senior leadership
Provide targeted feedback and coaching sessions to frontline staff based on quality evaluations
Collaborate with HR and the Training team to address performance gaps and skill-building needs
Map and document key CX processes and SOPs to ensure clarity, consistency, and compliance
Develop, maintain, and evolve playbooks and process guides that support CX teams
Support cross-functional initiatives to improve CX processes, tools, and systems
Identify and propose opportunities for automation in workflows and quality monitoring
Research and recommend use cases for AI in contact center quality assurance (e.g., speech analytics, auto-QA tools)

The Person

Desired Qualifications

Fluent English speaker
Bachelor's degree in Business, Operations, Analytics, or a related field
3-5 years of experience in Quality Assurance, Customer Service Operations, or Operational Excellence roles
Experience with QA tools and systems
Excellent communication, coaching, and presentation skills
Strong analytical skills and proficiency in tools like Excel, Google Sheets, Tableau, Power BI, or similar
A good understanding of quality frameworks like COPC, Six Sigma, or others is a plus
Familiarity with AI and automation concepts in the CX domain is a strong plus

Other Capabilities

Customer-focused mindset with a passion for delivering excellence.
Detail-oriented with a continuous improvement mindset
Strong collaboration and teamwork abilities.
Resilience and adaptability in dynamic environments.
Proactive problem-solver with a positive, can-do attitude.
Ability to manage ambiguity and deliver in fast-paced environments
Ability to build trust and rapport with partners and internal teams.

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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