VOC Insight Specialist - Remote CX & Survey Ops

Showcify, Inc.; Dubai; Remote; AED 120,000 - 180,000; Full time

Job summary

Chalhoub Group in Dubai seeks a dedicated VOC Insights Specialist to run the day-to-day Voice of Customer programme, close the loop on detractors, and translate feedback into actionable insights. You will own survey operations, follow-up, and VOC reporting across CSAT, NPS and FCR.

The role partners with frontline and brand teams to ensure feedback drives action, maintains data quality, and adheres to privacy policies while supporting continuous improvement initiatives.

Qualifications

• 2-4 years in Voice of Customer, CX insight, CRM or contact-centre operations - ideally retail, e-commerce or luxury.
• Hands-on with Qualtrics (or an equivalent VOC / survey platform) and CSAT / NPS / FCR methodology.
• Strong reporting and analytical skills - Excel essential; Power BI or Tableau an advantage.
• Detail-oriented and process-disciplined, especially around data accuracy and follow-up SLAs.
• Clear written and verbal communication for reporting and customer follow-up.
• Fluent Arabic and English, GCC coverage and member-facing communication.
• Self-managing in a remote / nearshore structure.
• Bachelor's degree in business, Marketing, Information Systems or a related field, or equivalent experience.

Responsibilities

• Survey governance. Maintain the Qualtrics VOC programme - survey build, sampling, distribution and scheduling across CSAT, NPS and FCR touchpoints.
• Response health. Monitor response rates and data quality, troubleshooting drops and keeping surveys live and accurate across brands and markets.
• Close-the-loop. Run day-to-day follow-up on detractor and at-risk feedback, recontacting customers and logging resolution within SLA.
• Insight & reporting. Produce daily, weekly and monthly VOC reporting - CSAT/NPS/FCR trends, contact-driver analysis and recommended actions for leadership and brand stakeholders.
• Root-cause tagging. Categorise and tag feedback to surface systemic themes, separating one-off issues from recurring pain points.
• Quality audits. Support quality audits across the brand portfolio, feeding findings into resolution standards.
• Continuous improvement. Translate recurring VOC themes into concrete CI recommendations and track them to closure with the relevant owners.
• Cross-functional coordination. Work with Frontline, Backline, Digital Ops and brand teams so feedback leads to action, not just measurement.
• Governance & privacy. Handle all customer data in line with data-privacy standards and Group policy.

Skills

Fluent English

Fluent Arabic

Detail-oriented

Strong communication

Remote work discipline

Education

Bachelor's degree in business/Marketing/Information Systems

Tools

Qualtrics

Excel

Power BI

Tableau

Job description

Chalhoub Group in Dubai seeks a dedicated VOC Insights Specialist to run the day-to-day Voice of Customer programme, close the loop on detractors, and translate feedback into actionable insights. You will own survey operations, follow-up, and VOC reporting across CSAT, NPS and FCR.

The role partners with frontline and brand teams to ensure feedback drives action, maintains data quality, and adheres to privacy policies while supporting continuous improvement initiatives.