Manager Quality Assurance & Reporting Call Centers

Mobilink Microfinance Bank Ltd; Pakistan; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Mobilink Microfinance Bank Ltd. seeks a Manager Quality Assurance & Reporting Call Centers to oversee QA governance across outsourced centers and ensure adherence to frameworks, scripts, and compliance.

You will lead calibration, monitor service levels, and report customer experience metrics to senior management. The role requires a IT-focused bachelor’s degree, 3–4 years’ experience, and strong analytical, reporting, and communication skills to drive AI-driven transformation initiatives within

Qualifications

• Bachelor’s degree in IT from a well reputed institution.
• 3–4 years of experience in relevant field.
• Agentic AI, ML, RPA and Autonomous Systems.
• Strong analytical and reporting skills.
• Excellent communication skills.

Responsibilities

• Oversee end‑to‑end Quality Assurance governance across outsourced call centre partners.
• Ensure adherence to QA frameworks, scripts, SOPs, and compliance requirements.
• Act as POC for regulator for Call Centres and support centres; vendor management and SLAs.
• Lead calibration sessions and standardise quality benchmarks.
• Track, analyse, and report service levels, complaint handling quality, and customer experience metrics.
• Collaborate with Operations, CX, and Vendor Management to close performance gaps.
• Present periodic performance reviews to senior management.
• Drive Process Automation and Re‑engineering.

Skills

Agentic AI

ML

RPA

Autonomous Systems

Analytical skills

Reporting skills

Communication skills

Education

Bachelor’s degree in IT

Job description

Manager Quality Assurance & Reporting Call Centers

• What is Manager Quality Assurance & Reporting Call Centers - MMBL?
  • As part of our continued innovation journey and customer experience excellence, CX is looking to connect with professionals who have hands‑on experience in Agentic AI and autonomous intelligence systems. The interests include building autonomous AI workflows, Sentiment Analysis, orchestrating LLM‑driven decision systems, or experimenting with the next generation of intelligent agents. We are particularly interested in profiles with: Experience in Agentic AI frameworks and autonomous architectures Experience in managing Call Center QA frameworks through third‑party vendors Strong understanding of QA monitoring methodologies, calibration processes, and performance scorecards Strong understanding of LLM orchestration, planning, and tool usage Ability to design, test, and continuously refine agentic workflows A curious, problem‑solving mindset with the ability to execute at speed
• What Manager Quality Assurance & Reporting Call Centers - MMBL does?
  • To oversee end‑to‑end Quality Assurance governance across outsourced call centre partners Ensure adherence to defined QA frameworks, scripts, SOPs, and compliance requirements Act as POC for regulator for Call Centres and support centres. Carry‑out the responsiblity of vendor management and service level agreements. Lead calibration sessions and standardise quality benchmarks Track, analyse, and report service levels, complaint handling quality, and customer experience metrics Work closely with Operations, CX, and Vendor Management teams to close performance gaps Present periodic performance reviews to senior management Process Automation and Re‑engineering
• What are we looking for and what does it require to be Manager Quality Assurance & Reporting Call Centers - MMBL?
  • The resource will collaborate with a forward‑thinking team with expertise to directly influence meaningful AI‑driven transformation initiatives. Basic Job requiremtns are Bachelor’s degree preferablly in IT from a well reputed institution. 3- 4 years of experience in relevant field. Agentic AI, ML , RPA and Autonomous Systems Strong analytical and reporting skills. Excellent communication skills.

Job Locations:

• Head Office

About MMBL:

Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritising a customer‑centric approach in all aspects of our business.

Why Join MMBL ?

This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we’re looking for a talented individual to join us in this endeavour.