Senior Operational Excellence Analyst
- Hiring from
- Egypt
- Work type
- Hybrid
- Posted
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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
We are looking for a customer-obsessed, data-driven, process-oriented Senior 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
Run and raise the quality engine
Own the quality framework across voice, email, chat and messaging, including scorecards, sampling, evaluations and calibration.
Run regular calibration with team leads, trainers and managers, and track evaluator variance to keep scoring fair and consistent.
Turn evaluations into targeted coaching for frontline teams, and work with Training and HR on skill gaps and learning paths.
Drive value from AI-assisted quality assessments
Carefully balance manual QA with AI-assisted, using AI QA tools, speech and text analytics, and LLM-based scoring and summarisation.
Build and deliver on business cases with clear ROI, run pilots with defined success criteria, and scale what works.
Set guardrails for automated scoring, covering accuracy against human calibration, bias and fairness, how results are explained to agents, and data privacy across our markets.
Turn customer contact into insight and action
Analyse CSAT, customer effort, first contact resolution, repeat contact, sentiment and contact-reason data to find the root causes of dissatisfaction and inefficiency.
Lead demand-reduction work: identify avoidable contact and partner with Product and Engineering to remove its causes upstream.
Partner with the Voice of Customer team to connect operational data with NPS and journey insight, and help close the loop with customers and internal owners.
Build dashboards and tell clear, data-led stories to stakeholders up to senior leadership, with a recommendation and its impact attached.
Design better processes Map, document and improve key CX processes, SOPs and playbooks, simplifying before automating.
Identify automation opportunities in workflows, routing and quality monitoring, and own delivery with CX operations and tooling teams.
Lead change across teams you don't manage, bringing people with you through evidence, pilots and quick wins.
Desired Experience
Essential 4–7 years in quality assurance, operational excellence or CX operations, ideally in a multi-channel contact centre, including at least one quality or process change you led from idea to measured result.
Bachelor's degree in Business, Operations, Analytics or a related field, or equivalent practical experience.
Strong analytical skills: advanced Excel or Google Sheets, a BI tool such as Tableau, Power BI or Looker, and working SQL.
Hands-on experience with QA platforms and CX systems such as Zendesk or similar.
Ability to build a business case and quantify impact in time, cost and customer outcomes.
Clear evidence of influencing and leading change across teams you don't manage.
Excellent communication, coaching and presentation skills, including presenting to senior leaders.
Fluency in English and Arabic, spoken and written.
Other Capabilities
Practical experience with AI in CX, such as auto-QA, speech or text analytics, or using LLMs for scoring, summarising or classifying conversations.
Knowledge of quality and improvement frameworks such as COPC, Lean or Six Sigma (Green Belt or above).
Experience in a marketplace, subscription or B2B environment.
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
Act Like An Owner
The Biggest Risk is Taking no Risk at All
