Service Quality Analyst
Eligibility
Qualification:
- Minimum Bachelor's preferably Master's from an HEC recognized institute/university. Qualification in Islamic Banking will be preferred.
Experience:
- Minimum 2 years of relevant experience in service industry
Skills Required:
- Proficient in using QA tools e.g. (CRM systems, advance Excel, PowerPoint and Power BI)
- Excellent written and verbal communication
- Good reporting and data interpretation
- Strong analytical and problem-solving skills.
- Knowledge of customer service processes and standards i.e. (branch banking, call centre & operations) will be a plus
Responsibilities:
- Monitoring and evaluating customer interactions to ensure quality standards are met.
- Identifying service gaps and recommending improvements.
- Preparing and presenting scorecards & dashboards to management.
- Supporting the development and implementation of Quality Assurance policies and procedures.
- Assisting in customer satisfaction and service improvement initiatives.
- Developing and monitoring internal SLAs and departmental performance metrics.
Department:
Service Quality Department - Customer Support Group
Location:
Head Office - Karachi
Last Date:
28th July, 2025
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