Service Quality Analyst

Job details

Service Quality Analyst Eligibility 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 Key Responsibilities • Monitoring, evaluating and reporting customer interactions to ensure quality standards. • Using data to prepare scorecards, dashboards and performance insights. • Identifying service gaps and recommending improvements in service delivery. • Supporting quality assurance policies, service improvement strategies and SLA monitoring through performance analysis. Department: Service Quality Department – Customer Support Group Location: Head Office - Karachi Last Date: July 20th, 2026