Head of Service Quality & Audit

Al Baraka Group; Karachi Division; On-site; PKR 800,000 - 1,500,000; Full time

Job summary

Al Baraka Group is seeking a Quality & Audit Analyst to evaluate the Phone Banking and Complaint Resolution Unit against service standards. You will conduct deep-dive analyses of customer complaints to identify root causes and trends, providing actionable insights to management.

You will oversee Internal and External audits related to Service Quality and collaborate with cross-functional teams to close observations and ensure compliance with defined standards.

Responsibilities

• Comprehensive evaluation of Phone Banking and the Complaint Resolution Unit to ensure adherence to service standards.
• Conducting deep-dive critical analysis of customer complaints to identify root causes and trends, providing actionable insights to management.
• Overseeing and managing both Internal and External audits related to Service Quality.
• Collaborating with cross-functional teams to ensure timely and effective closure of audit observations and compliance issues.
• Driving initiatives to enhance overall service quality based on evaluation findings and audit results.

Job description

Al Baraka Group is seeking a Quality & Audit Analyst to evaluate the Phone Banking and Complaint Resolution Unit against service standards. You will conduct deep-dive analyses of customer complaints to identify root causes and trends, providing actionable insights to management.

You will oversee Internal and External audits related to Service Quality and collaborate with cross-functional teams to close observations and ensure compliance with defined standards.