Service Quality Analyst

Title: Service Quality Analyst Department: Customer Experience Job Overview We are seeking a dynamic and customer-focused Service Quality Analyst to monitor and improve service standards across the Bank's digital channels and customer touchpoints.The role is responsible for auditing service quality, tracking performance against SLAs, and driving corrective actions to reduce complaints and service failures.

It supports customer satisfaction, loyalty, and trust through customer-centric service delivery, operational excellence, and regulatory compliance.

Key Responsibilities

Develop and maintain the bank's Service Quality Framework and standards across all customer journeys. Design and implement quality assurance programs for Contact Center, Digital Channels, Branchless Operations, and Back-office teams. Conduct regular service quality audits, calibration sessions, and process reviews. Monitor customer experience metrics including CSAT, NPS, CES, FCR, and complaints trends.

Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities.. Lead Voice of Customer (VoC) programs and customer listening initiatives. Partner with Operations, Product, Digital, Technology, and Business teams to implement service improvements. Develop service quality dashboards and management reports for executive leadership.

Ensure adherence to SBP regulations, internal policies, and customer conduct standards. Drive customer journey reviews and service redesign initiatives. Monitor service performance against service level agreements (SLAs) and operational targets. Conduct quality coaching sessions and training needs assessments. Benchmark service quality practices against industry best practices and competitors.

Lead service quality governance forums and action tracking mechanisms. Experience Required 5-8+ years of experience in Service Quality, Customer Experience, Complaints Management, Contact Center Quality Assurance, Operational Excellence, or related functions. Experience within Banking, Digital Banking, Fin. Tech, Telecommunications, or Financial Services preferred.

Demonstrated experience in service quality frameworks, quality audits, customer journey management, and performance improvement initiatives. Experience managing customer satisfaction and quality performance programs. Educational Background Required. Bachelor's degree in Business Administration, Banking, Finance, Customer Experience, Management, or related discipline.

Master's degree or MBA preferred. Skills & Competencies Service Quality Management Quality Assurance Frameworks Customer Experience Management Complaint Analytics & Root Cause Analysis Voice of Customer (VoC) Customer Journey Mapping Performance Reporting & Dashboarding Data Analytics & Insights Stakeholder Management Process Improvement Methodologies Service Recovery Management Advanced Excel, Power BI, Tableau Raqami Bank is an equal opportunity employer.

We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed. Last date to apply: October 30, 2026