Service Quality Observer

Service Quality Observer

Eligibility 

Qualifications

• Minimum Bachelors from an HEC recognized institute/university.
• Qualification in Islamic Finance will be an added advantage.

Skills

• Ability to monitor multiple cameras simultaneously
• Strong attention to detail
• Policy violation detection
• Customer service lapse identification

Experience

• Minimum 2 years of relevant working experience

Key Responsibilities

• Monitoring customer service via DVR at branches
• Capturing and documenting incidents with accurate timestamps and video clips
• Observing high customer waiting times and reporting delay incidents
• Ensuring customer-first protocols (greetings, active counter management, EQMS utilization)

Department:

Service Quality Department – Customer Support Group

Location:

Head Office - Karachi