Operational Excellence Analyst

Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity. Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 5 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space. As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve. 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 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 We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation. Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth. Overall it is a place for you to be your best self . Property Finder Guiding Principles Think Future First Data Beats Opinions, Speed Beats Perfection Our People, Our Power The Biggest Risk is Taking no Risk at All Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf #J-18808-Ljbffr