Assistant Manager – Service Quality & Contact Center

House Building Finance Company; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

House Building Finance Company invites applications for the role of Assistant Manager – Service Quality & Contact Center. The incumbent will supervise call center operations, monitor service quality, and drive data‑driven improvements to customer satisfaction and NPS.

The ideal candidate holds a 16‑year degree in business or related fields from an HEC recognized institution, with at least 3 years post‑qualification experience, and strong command of English and Urdu, plus proficiency in MS Office.

Qualifications

• Masters or Bachelor’s degree (16 years) in business administration, economics, finance, or related field.
• Minimum 3 years of post-qualification experience.
• 40 years maximum age.

Responsibilities

• Supervise inbound and outbound customer calls for professional communication and timely resolution.
• Log and document customer interactions, queries, and complaints in the system.
• Analyze customer behavior, feedback, and service gaps for improvements.
• Prepare reports and dashboards using MS Excel and PowerPoint.
• Support NPS analysis to elevate overall service experience.
• Monitor service performance with branch/service quality metrics and suggest corrective actions.
• Collaborate with departments to ensure SOP/compliance with regulations.
• Coordinate training on customer service standards and complaint handling.

Skills

Listening skills

Interpersonal skills

Conflict resolution

MS Office

Analytical thinking

Presentation skills

Education

Masters/Bachelor’s degree in business/related field

Tools

MS Excel

PowerPoint

Job description

Assistant Manager – Service Quality & Contact Center

Job Title: Assistant Manager – Service Quality & Contact Center

Required Qualifications: Masters / Bachelor’s degree (16 years of equivalent education) in Business Administration, Public Administration, Economics, Commerce, Finance, Accounting or related field from HEC recognized institution.

Minimum 3 years of post-qualification experience.

Age (As of last date of submission of application)

40 years maximum.

Number of Vacancies:01

Job Objectives:

To strengthen service quality and customer satisfaction through effective call management, service performance monitoring, and data-driven improvement initiatives

Job Description:

• Supervise and handle inbound and outbound customer call to ensure professional communication, accurate information, and timely resolution of customer queries.
• Log and document customer interactions, queries, and complaints accurately in the system.
• Analyze customer behavior, feedback, complaints, service gaps, and improvement opportunities.
• Prepare reports, dashboards, and presentations using data visualization tools (e.g., MS Excel, PowerPoint).
• Support customer satisfaction and Net Promoter Score (NPS) analysis to enhance overall service experience.
• Monitor and evaluate service performance through Branch Service Scorecards, ISMs, and other service quality metrics, and recommend corrective actions where required.
• Conduct regular reviews and quality assessments of services provided at branches and call center.
• Collaborate with departments to ensure compliance with SOPs, policies, and regulatory requirements.
• Support and coordinate training programs on customer service standards, complaint handling, and service quality improvement initiatives.
• Strong command of spoken and written English and Urdu.
• Excellent listening, interpersonal, and conflict-resolution skills.
• Proficient in MS Office.
• Strong analytical, problem-solving, and presentation abilities.
• Adequate knowledge of relevant areas & industry dynamics.