Operational Excellence Analyst

About the role

As an Operational Excellence Analyst at Property Finder, you will ensure that every customer interaction across voice, chat and digital support meets the highest quality standards. You will design service standards, analyse performance data and turn insights into coaching and improvement actions that boost CSAT, NPS and first‑contact resolution.

Key responsibilities

• Design, develop and continuously improve quality service standards and scorecards for all CX touchpoints.
• Integrate standards into AI‑powered quality monitoring tools, configure rules, train models and optimise automated checks.
• Maintain the calibration model between AI assessments and human reviews to ensure scoring consistency.
• Analyse performance trends, identify gaps, and provide targeted coaching and strategic recommendations.
• Monitor customer sentiment using speech analytics and sentiment analysis tools to surface friction points.

Required profile

• Minimum 2 years of experience in operational excellence, quality assurance or CX analytics.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Familiarity with AI‑driven quality monitoring and calibration processes.
• Excellent communication skills for delivering coaching and stakeholder updates.

Required skills

• Operational Excellence
• Lean
• Six Sigma
• Automated quality monitoring platforms
• AI‑powered QA tools
• Sentiment analysis tools
• Speech analytics
• COPC methodology
• Power BI
• Google Sheets
• Tableau
• Excel
• Quality Assurance