Department: Service Quality Department – Customer Support Group

Job Overview

We are looking for a vigilant and detail-oriented Service Quality Observer to join our Service Quality team at the Head Office in Karachi. This role plays a critical part in ensuring exceptional customer experience standards across branches by monitoring service quality through surveillance systems and identifying service gaps.

If you have a sharp eye for detail, strong analytical skills, and a passion for customer excellence, this opportunity is for you.

Eligibility Criteria

Qualifications

• Minimum Bachelor’s degree from an HEC-recognized university/institute

• Certification or qualification in Islamic Finance will be considered an added advantage

Experience

• At least 2 years of relevant experience in monitoring, compliance, service quality, or a similar role

Required Skills

• Ability to monitor multiple CCTV/DVR feeds simultaneously

• Strong attention to detail and observation skills

• Capability to identify policy violations and service gaps

• Ability to detect customer service lapses and high waiting times

• Strong documentation and reporting skills

Key Responsibilities

• Monitor branch customer service activities through DVR systems

• Capture and document incidents with accurate timestamps and supporting video clips

• Identify and report delays, high waiting times, and service inefficiencies

• Ensure adherence to customer-first protocols, including:

  • Proper customer greetings

  • Active counter management

  • Effective utilization of EQMS

• Prepare detailed reports and escalate concerns to relevant stakeholders

Why Join Us?

• Opportunity to contribute to service excellence initiatives

• Work in a dynamic and professional environment

• Be part of a team focused on enhancing customer experience standards

📅 Apply before: February 23, 2026
📌 Location: Head Office – Karachi
🆔 Job ID: 7466