This position for a Service Quality Analyst is located in Karachi, Sindh, Pakistan, at the Head Office.
Key Responsibilities include: Monitoring, evaluating, and reporting on customer interactions to ensure quality standards. Using data to prepare scorecards, dashboards and performance insights. Identifying service gaps through data and recommending improvements in service delivery. Supporting quality assurance policies, service improvement strategies, and SLA monitoring through performance analysis.

Eligibility / Qualification Required:

• Qualifications: Minimum Bachelors preferably Masters from an HEC recognized institute/university. Qualification in Islamic Finance will be an added advantage.
• Skills: Advanced Excel, basic PowerPoint and exposure to Power BI. Dashboard formulation, summarization & visualization. Ability to identify patterns, trends and anomalies in Customer Experience data points. Understanding of KPIs such as CSAT, Resolution Time, Complaint Volume, SLA adherence etc.
• Experience: Minimum of 2 years of relevant working experience.

How to Apply:

Apply online through the Meezan Bank careers portal at https://fa-ewvh-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3002/job/7739