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, effective communication, and the ability to manage complaint resolution while maintaining confidentiality.

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 comprehensive QA reports, dashboards, and management insights to highlight findings and trends in service quality.
- 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 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 such as 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.

This opportunity offers a chance to work in a dynamic environment focused on service excellence and continuous improvement. The role is based in Karachi, with the application deadline set for 15th November 2026.