Manager Service Analytics

Job details

Manager Service Analytics Eligibility Qualifications • Minimum Bachelor’s degree in Computer Science / Data Analytics, preferably a Master’s, from an HEC-recognized institute/university. • Qualification in Islamic Finance will be an added advantage. Skills • Analyze customer experience data to identify trends and insights. • Build dashboards and reports using data visualization tools. • Strong skills in SQL, Advanced Excel, and Power BI. • Monitor KPIs, SLAs, and drive continuous improvement. Experience • Minimum 5 years' relevant experience in Service Analytics, Customer Experience Analytics, Business Intelligence, Quality Assurance Analytics, or related fields. Key Responsibilities • Monitoring, evaluating, and reporting on customer interactions to ensure quality standards. • Developing scorecards, dashboards, and performance insights to support decision-making. • Identifying service gaps and recommending data-driven improvements. • Driving quality assurance frameworks, service improvement strategies, SLA monitoring, and customer-centric initiatives to enhance service delivery and compliance. Department: Service Quality Department – Customer Support Group Location: Head Office - Karachi Last Date: July 16th, 2026