Service Quality Analyst

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