Location: Head Office
Positions: 1 | Grade: OG-I
Department: Customer Experience

About the Role:

Mobilink Microfinance Bank Ltd. (MMBL) is seeking an AM Quality Assurance & Reporting – Call Centers professional to drive AI-enabled excellence in customer experience. This role blends traditional QA oversight with cutting-edge Agentic AI, autonomous workflows, and LLM orchestration.

You will:

• Oversee QA governance across outsourced call center partners.

• Ensure compliance with QA frameworks, SOPs, and scripts.

• Lead calibration sessions and standardize quality benchmarks.

• Analyze service levels, complaint handling quality, and customer experience metrics.

• Collaborate with Operations, CX, and Vendor Management to close performance gaps.

• Present performance reviews to senior management and drive process automation initiatives.

What We’re Looking For:

• Experience: 3–4 years in QA, call center operations, or AI-driven reporting.

• Expertise: Agentic AI frameworks, autonomous systems, ML, QA monitoring, and performance scorecards.

• Skills: Strong analytical mindset, structured problem-solving, excellent communication, and ownership.

• Education: Bachelor’s degree from a reputable institution.

Why MMBL?

MMBL serves over 48 million registered users in Pakistan, blending microfinance with digital banking innovation. With 114 branches, 270,000 branchless agents, and a robust USSD-based channel, we are driving financial inclusion at scale.

Joining MMBL means contributing to meaningful AI-driven transformation initiatives and empowering millions of customers while being part of a collaborative, forward-thinking team.