Department: Service Quality Department – Customer Support Group

Job Overview

Meezan Bank is seeking a detail-oriented Service Quality Analyst to join its Customer Support Group at the Head Office in Karachi. The selected candidate will be responsible for monitoring customer service performance, analyzing customer experience data, and helping improve service quality across banking channels.

Eligibility Criteria

Qualifications

• Minimum Bachelor’s degree (Master’s preferred) from an HEC recognized university.

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

Skills Required

• Advanced proficiency in Microsoft Excel.

• Basic knowledge of PowerPoint and exposure to Power BI.

• Ability to create dashboards, reports, and data visualizations.

• Strong analytical skills to identify patterns, trends, and anomalies in customer experience data.

• Understanding of customer service KPIs such as:

  • Customer Satisfaction (CSAT)

  • Resolution Time

  • Complaint Volume

  • SLA Adherence

Experience

• Minimum 2 years of relevant professional experience in service quality, customer experience analysis, or a similar role.

Key Responsibilities

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

• Prepare scorecards, dashboards, and performance reports using service quality data.

• Identify service gaps through data analysis and recommend actionable improvements.

• Support quality assurance policies and service improvement initiatives.

• Track and analyze SLA performance and provide insights for operational improvement.