Quality Assurance Analyst

We are seeking a detail-oriented professional to join our Service Quality Department based 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, effective communication, and the ability to manage complaint resolution processes while maintaining confidentiality and supporting audit and regulatory activities.

Key Responsibilities
- Conduct quality assurance reviews of customer interactions and operational processes to ensure compliance with approved standards and regulations.
- Identify service gaps, control weaknesses, and recurring customer issues to recommend actionable improvements.
- Prepare detailed QA reports, dashboards, and management insights to highlight findings and monitor service quality trends.
- Perform thematic reviews and coordinate with relevant stakeholders to address identified gaps and implement corrective measures.
- Provide QA analysis and support for management, audit, and regulatory requirements, ensuring confidentiality and accuracy of information.

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, problem-solving, and complaint management.
- Excellent communication abilities, stakeholder management skills, and keen attention to detail.

Preferred Qualifications and Benefits
- A Master’s degree is preferred and will be considered an advantage.
- Additional qualifications in Islamic Finance will be highly regarded and add value to the candidate’s profile.

This opportunity offers a chance to contribute to improving service quality within a dynamic environment. The position is based in Karachi, and the application deadline is 15th November 2026.