Mystery Shopper

About the role

We are seeking a detail‑oriented Mystery Shopper to evaluate and improve the quality of customer service across all client‑facing channels. The role involves conducting covert visits, audits and inspections, then delivering actionable insights that drive continuous improvement.

Key responsibilities

• Perform regular mystery shopping visits and quality audits across in‑person, phone, email and chat channels.
• Assess interactions against established service standards and document any gaps or non‑conformities.
• Produce clear reports using digital tools and checklists, highlighting improvement opportunities.
• Analyse recurring issues, support root‑cause analysis and recommend corrective actions.
• Conduct follow‑up inspections to verify that corrective measures have been implemented.
• Escalate critical or unresolved concerns to the Quality Control Team Lead or Manager.
• Act as a liaison between Quality Assurance and operational teams to ensure service consistency.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Fluent English (written and spoken); Arabic proficiency preferred.
• Minimum five years of hands‑on experience in quality control, audit techniques and real‑estate customer service.
• Professional certifications in Customer Experience or Quality Management are a plus.

Required skills

• Quality assurance and audit techniques
• Customer Experience
• Quality Control
• Report Writing
• Quality Management
• Knowledge of internal policies and compliance procedures
• Real‑estate customer service
• Data Entry