Quality Assurance Analyst

We are seeking a detail-oriented professional to join our Service Quality Department in Karachi. The ideal candidate will play a crucial role in ensuring that customer interactions and internal processes meet established quality standards and regulatory requirements. This position involves conducting thorough quality assurance reviews, identifying areas for improvement, and collaborating with various stakeholders to enhance service delivery. The role demands strong analytical skills, attention to detail, and the ability to communicate findings effectively to support management and regulatory needs.

Key Responsibilities

- Conduct quality assurance (QA) reviews of customer interactions and operational processes to verify compliance with approved standards and regulations.
- Identify service gaps, control weaknesses, and recurring customer issues to recommend actionable improvements.
- Prepare comprehensive QA reports, dashboards, and management insights that highlight findings and track service quality trends over time.
- Perform thematic reviews and work closely with relevant stakeholders to address and resolve identified gaps.
- Provide QA analysis and support for management, audit, and regulatory requirements, ensuring confidentiality and data integrity throughout.

Required Qualifications

- Minimum of a Bachelor’s degree from an HEC-recognized institute or university.
- At least 2 years of relevant experience in Quality Assurance, Complaint Management, Operations, Compliance, or related fields.
- Proficiency in data analysis and reporting tools, particularly MS Excel and PowerPoint.
- Strong skills in quality assurance and control, analytical thinking, and problem-solving.
- Excellent communication abilities, stakeholder management, and meticulous attention to detail.

Preferred Qualifications

- A Master’s degree is preferred and will be considered an advantage.
- Qualification or certification in Islamic Finance is highly desirable and will add value to the candidate’s profile.

This opportunity offers a chance to contribute significantly to maintaining and enhancing service quality within a dynamic environment. The role is based in Karachi, with the application deadline set for 15th November 2026.