Position Overview
We are looking for a detail-oriented Mystery Shopper to assess and enhance the quality of customer service across all customer-facing channels. This role plays a critical part in maintaining service excellence by conducting mystery shopping visits, inspections, and audits, while delivering actionable insights to support continuous improvement initiatives.
Key Responsibilities:
- Conduct regular mystery shopping visits and quality audits across customer‑facing locations and service channels.
- Evaluate customer interactions (in‑person, calls, emails, chats) against established service standards and protocols.
- Identify, document, and report service gaps, non‑conformities, and improvement opportunities using digital tools and checklists.
- Analyze recurring quality issues and contribute to root cause analysis and corrective action recommendations.
- Perform follow‑up inspections to verify completed corrective actions.
- Escalate critical or unresolved quality concerns to the Quality Control Team Lead or Manager.
- Act as a liaison between Quality Assurance and operational teams to promote service consistency and accountability.
- Maintain accurate documentation and reports with minimal supervision
Key Requirements:
- Bachelor's degree in business administration or a related field.
- Arabic proficiency – Preferred
- Excellent English (written and spoken) – mandatory
- Experience evaluating customer interactions across multiple service channels is preferred.
- Professional certifications in Customer Experience or Quality Management is a plus.
Experience:
- Minimum 5 years of hands-on experience Quality control and real-estate customer service.
- Quality assurance and audit techniques
- Data entry and report writing
- Knowledge of internal policies and compliance procedures
