Service Quality Analyst

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

• Skilled in QA tools, CRM systems, Excel, PowerPoint, and Power BI.
• Good written and verbal communication skills.
• Able to prepare reports and understand data.
• Knowledge of customer service and call center processes.

Experience

• Minimum of 2 years of relevant working experience

Key Responsibilities

• Monitoring, evaluating, and reporting on customer interactions to ensure quality standards.
• Identifying service gaps and recommending improvements to enhance service delivery.
• Preparing and presenting scorecards, dashboards, and performance insights for management.
• Supporting quality assurance policies, service improvement...