Job Description

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