QA & Reporting Manager, AI-Driven 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

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