Performance & Closed Loop Specialist
99Bright Minds · Abu Dhabi
On-site · Abu DhabiContractMid Level, SeniorCustomer Service
Posted 6 hours ago6h agoApply link checked 5 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates · Abu Dhabi
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Abu Dhabi · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 6 hours ago · apply link checked 5 hours ago
About the role
Responsibilities
- Monitor and triage customer feedback from contact center, social listening, reviews and app analytics
- Run Mystery Shopping and CSAT cycles
- Diagnose root causes with service owners before issuing plans
- Issue structured improvement plans with trigger, owner and close condition
- Own the closed loop from signal to re-measurement and escalate stalled items
- Re-measure after implementation and confirm experience improvement
- Maintain measurement integrity across coverage, sample size and cadence
- Prepare evidence packs and VoC summaries for leadership and CX committees
- Maintain the CX compliance evidence register and track corrective actions
Requirements
- 5-8 years in Customer Experience, VoC, service quality or operational analytics
- Experience in a multi-site network such as retail, hospitality or aviation
- Proven root-cause analysis
- Balanced quantitative and qualitative evidence skills
- Track record driving actions through functions not controlled
- Strong experience with CSAT, NPS, Mystery Shopping and VoC programs
- Clear decision-ready writing and confident escalation
- Strong stakeholder management across operations and external partners
About the Company
99Bright Minds recruits for a leading multi-site consumer organization in Abu Dhabi.
What we look for
- 5-8 years in Customer Experience, VoC, service quality or operational analytics
- Experience in a multi-site network such as retail, hospitality or aviation
- Proven root-cause analysis
- Balanced quantitative and qualitative evidence skills
- Track record driving actions through functions not controlled
- Strong experience with CSAT, NPS, Mystery Shopping and VoC programs
- Clear decision-ready writing and confident escalation
- Strong stakeholder management across operations and external partners
Stakeholder ManagementCustomer ExperienceBusiness AnalysisRoot Cause AnalysisNPSCSATVOCMystery Shopping
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99Bright MindsAbu Dhabi
SponsorWake up to a shortlist, not a search results page.
NeverApply scores every new listing against your CV, salary floor and visa. A handful of real matches by morning.
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