Service Quality Officer (SQO) – Customer Services Job Overview

Bank AL Habib is seeking skilled and service-oriented professionals to join our Customer Services team as Service Quality Officers (SQO). The role is responsible for ensuring high service quality standards across branches while driving process improvement initiatives across various segments of the Bank.

Qualification & Experience:

• Minimum Bachelor’s degree in Banking or a relevant field.
• Preferably 2 to 5 years of banking experience.

Key Responsibilities:

• Conduct service quality checks to ensure consistent and superior customer service across branches
• Monitor and maintain service quality standards and benchmarks in line with industry best practices and regulatory requirements
• Conduct branch surveys to assess service performance and branch ambiance
• Drive process improvement initiatives to enhance customer experience
• Identify service gaps and coordinate with relevant departments for root cause analysis and service enhancement
• Prepare reports on customer feedback, complaints, and service metrics
• Support implementation and monitoring of service quality standards across the Bank

Required Skills:

• Strong communication and interpersonal skills
• Confident and positive attitude
• Strong analytical skills
• Process improvement expertise

Location:

Sukkur, Nawabshah, Quetta & Islamabad)