Location: Head Office – Karachi, Sindh, Pakistan
Department: Service Quality Department – Customer Support Group

Job Overview

Meezan Bank Limited is seeking a detail-oriented and analytical Service Quality Analyst to strengthen service excellence within the Customer Support Group. The role focuses on monitoring service standards, evaluating customer interactions, and delivering actionable insights to enhance overall service quality and customer satisfaction.

Eligibility Criteria

Qualification

• Minimum Bachelor’s degree (Master’s preferred) 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 service quality, call center operations, or customer service analytics.

Skills & Competencies

• Proficiency in QA tools, CRM systems, MS Excel, PowerPoint, and Power BI.

• Strong analytical and reporting skills with the ability to interpret performance data.

• Sound understanding of customer service operations and call center processes.

• Excellent written and verbal communication skills.

• Ability to prepare dashboards, scorecards, and management reports.

Key Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to quality standards and service benchmarks.

• Identify service gaps and recommend practical improvements to enhance customer experience.

• Develop and present performance scorecards, dashboards, and analytical reports for management review.

• Support implementation of quality assurance frameworks and service improvement initiatives.

• Track SLA compliance and contribute to performance monitoring through data-driven analysis.

If you are passionate about improving customer experience through data insights and quality assurance, this opportunity at Meezan Bank Limited could be the right fit for you.