Service Quality Analyst

We are looking for a detail-oriented Service Quality Analyst to join our Service Quality Department within the Customer Support Group. This role is based at our Head Office in Karachi and focuses on monitoring and improving the quality of customer interactions across multiple service channels. The successful candidate will be instrumental in identifying service gaps, recommending improvements, and supporting quality assurance initiatives to enhance overall service excellence.

Key Responsibilities:
- Monitor and evaluate customer interactions to ensure compliance with established quality standards.
- Identify service deficiencies and propose actionable recommendations to improve the customer experience.
- Prepare and present scorecards and dashboards to management for ongoing performance tracking.
- Assist in the development and implementation of Quality Assurance policies and procedures.
- Support initiatives aimed at improving customer satisfaction and service delivery.
- Develop and track internal Service Level Agreements (SLAs) and departmental performance metrics.

Required Qualifications:
- Bachelor’s degree minimum, with preference given to candidates holding a Master’s degree from an HEC-recognized institute or university.
- At least 2 years of relevant experience within the service industry.
- Proficiency in Quality Assurance tools, including CRM systems, advanced Excel, PowerPoint, and Power BI.
- Strong written and verbal communication skills.
- Excellent reporting capabilities and ability to interpret data effectively.
- Proven analytical and problem-solving skills.

Preferred Qualifications:
- Academic or professional qualifications in Islamic Banking will be considered an advantage.
- Familiarity with customer service processes and standards, particularly in branch banking, call centers, and operations, is a plus.

This position offers a dynamic work environment where your efforts will have a direct impact on customer satisfaction and operational excellence. Candidates interested in contributing to a culture of continuous improvement are encouraged to apply before the closing date of 28th July 2025.

Job Skills

Quality AssuranceCRM SystemsAdvanced ExcelPowerPointPower BIWritten and Verbal CommunicationReportingData InterpretationAnalytical SkillsProblem-Solving

Job Details

Industry:

Business Development

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

First Shift (Day)

Job Location:

Karachi, Pakistan

Gender

No Preference

Age

18 - 65 Years

Minimum Education

Bachelor

Career Level

Entry Level

Maximum Experience

Doesn't Matter

Apply Before:

Aug 23, 2025

Posting Date:

Jul 23, 2025