Performance Excellence Analyst

Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.

Position Title

Performance Excellence and Department Training Coordinator, Property Finder

Reports To

Customer Care Manager

Position Summary

Performance Excellence and Department Trainer will work on identifying and implementing customer service strategies that make Property Finder’s operation (Customer Care, Engagement, CRMs & Compliance) the most outstanding customer-centric Real Estate Portal in the Middle East.

The Performance Excellence and Department Trainer should have a high impact in coordinating across the Operations Management and Support teams. Analytical and Leadership skills, coupled with cross-functional operational goals are critical for this role.

Key Responsibilities
- Must work as part of the team with an emphasis on continual improvement of processes, quality management systems and compliance.
- Mastering the process for all functions (Verification, Compliance, CRM, Engagement and Support) to be able to make better judgement during the performance review.
- Partner with department managers and team members to understand their business processes and best practices.
- Provide professional development support and perform periodic performance reviews for CX agents based on Quality and Performance Management System.
- Will assist the PEDT in creating Training Materials, Monthly Agent Performance Report and Quarterly Performance Evaluation Report.
- Build, maintain and improve Property Finder’s Customer Service quality measurement frameworks. Leverage multiple data sources (Customer Care, Engagement, CRMs & Compliance operations performance data, etc.) to generate innovative ways to evaluate, measure, and enhance Property Finder’s customer service experience.
- Identifying and assessing the training needs of the CX functions, implementing training and development plans, and facilitating a wide variety of training programs that enhance the effectiveness of the workforce.
- Ability to prepare weekly, monthly, and quarterly reports to management which analyze data to identify trends and training opportunities within member support services.
- Participate in cross-functional teams for the introduction of new products/processes, and proper documentation.
- Meet regularly with Customer Care and Compliance Managers to discuss and identify new PEA (Performance Excellence Approach) trends, training needs, CRM functionalities and proposed changes to any processes in the department.
- Conduct orientations and training to new hires.
- Ensure the efficiency and usability of the Quality assurance monitoring tool such as Stella Connect, Zendesk, Telephony solutions and other product related concerns.
- Serve as the primary system administrator for Stella Connect quality assurance monitoring tool
- Develop and refine Stella Connect workflows to effectively and efficiently support our users and meet different teams’ needs while creating unified experience.
- Create and maintain Zendesk and Stella Connect reports and dashboards, and work with our data analytics team to maintain the accuracy of the reports
- Troubleshoot Stella Connect issues as they arise and collaborate with the Stella Connect support team to resolve the issue as quickly as possible.
- Update the Help Centre with the new product releases and processes together with the CX Team leaders
- Identify operational opportunities and implement continuous improvements across our internal system and workflows
- Coordinate between the teams to make sure that KPIs, OKRs and deadlines are met

The Person

Desired Qualifications- Bachelor's degree preferred such as Business Administration, Information Technology, Computer Science, and Commerce
- **Fluent in English is a Must**:

- Excellent verbal and written communication skills and ability to effectively communicate, coach, and mentor customer experience agents and team leaders.
- Familiarity with Stella Connect, Zendesk, or other quality monitoring tools
- 2+ years of hands-on experience with Quality Performance monitoring tools
- Administer reporting from tools in use (Stella Connect, Zendesk Explore, and Telephony solution)
- 2+ years of hands-on experience in Zendesk, Telephony, and Quality monitoring tools administration
- 2+ years of hands-on troubleshooting software bugs
- Minimum 2 years of experience in contact center operations
- Google Suite experience highly preferred
- MS Office professional user
- Experience with integration and connector apps is a plus