Quality Assurance Executive – Complaint Management

Mobilink Microfinance Bank Ltd; Gadap Town; On-site; PKR 669,600 - 1,004,400; Full time

Benefits offered by this job

Empowering workplace culture

Opportunities for personal growth

Commitment to financial inclusion

Job summary

A leading microfinance bank is seeking a Quality Assurance Executive for Complaint Management. The role involves auditing customer complaints, ensuring timely resolutions, and conducting root cause analyses. Candidates should have a Bachelor's degree and 2–5 years of relevant experience. Strong analytical and communication skills are essential. Join this innovative team dedicated to enhancing the customer experience and driving positive change in the banking sector.

Qualifications

• 2–5 years of experience in Complaint Handling, Quality Assurance, Customer Experience, or Banking Operations.
• Prior exposure to Complaint systems, regulatory complaints, or audit processes.
• Strong understanding of banking products, complaint regulations, and SBP guidelines.

Responsibilities

• Review and audit customer complaints for completeness and accuracy.
• Ensure complaints are acknowledged and resolved within defined TAT.
• Conduct root cause analysis on recurring complaints and systemic issues.
• Prepare QA reports and dashboards for senior management.

Skills

Analytical skills

Quality assessment

Communication

Stakeholder management

Attention to detail

Education

Bachelor’s degree in Business, Finance, Banking, or related field

Job description

Quality Assurance Executive – Complaint Management

• What is Quality Assurance Executive – Complaint Management - MMBL?
  • • Review and audit customer complaints logged in the Complaint Management System (CMS) to ensure completeness, accuracy, and proper categorization.
  • • Ensure all complaints are acknowledged and resolved within defined Turnaround Time (TAT) in line with SBP and internal policies.
  • • Validate complaint resolutions for fairness, correctness, and customer-centricity before closure.
  • • Support handling and quality review of SBP-related complaints, including Sunwai Portal cases.
  • • Ensure regulatory complaints are documented, tracked, and resolved as per SBP guidelines.
  • • Highlight potential regulatory risks, repeat issues, or non-compliance trends to management.
  • • Conduct root cause analysis (RCA) on recurring complaints and systemic issues.
  • • Identify process gaps, control weaknesses, and service deficiencies.
  • • Share complaint trends, insights, and lessons learned with branches and relevant departments.
  • • Liaise with internal teams (Operations, IT, Branch/Branchless Banking, Digital, Product, Compliance) to ensure timely and effective complaint resolution.
  • • Follow up on pending actions and ensure accountability across stakeholders.
  • • Prepare periodic QA reports, dashboards, and MIS for senior management.
  • • Track complaint volumes, resolution quality, escalations, reversals, and customer impact.
  • • Provide actionable recommendations to improve complaint handling standards and customer experience.
  • • Ensure Complaint Management policies, SOPs, and escalation matrices are consistently followed.
  • • Maintain proper documentation for audit, regulatory inspections, and management reviews.
  • • Act as a quality ambassador by promoting a customer-first mindset across branches and support functions.
  • • Recommend and support the implementation of a comprehensive Customer Care Program to enhance service culture at the branch level.
  • . Demonstrate professionalism, confidentiality, and ethical behavior at all times while dealing with customer information and complaints.
• What Quality Assurance Executive – Complaint Management - MMBL does?
  • 1. Complaint Quality & Compliance Monitoring
  • • Review and audit customer complaints logged in the Complaint Management System (CMS) to ensure completeness, accuracy, and proper categorization.
  • • Ensure all complaints are acknowledged and resolved within defined Turnaround Time (TAT) in line with SBP and internal policies.
  • • Validate complaint resolutions for fairness, correctness, and customer-centricity before closure.
  • 2. Regulatory & SBP Liaison Support
  • • Support handling and quality review of SBP-related complaints, including Sunwai Portal cases.
  • • Ensure regulatory complaints are documented, tracked, and resolved as per SBP guidelines.
  • • Highlight potential regulatory risks, repeat issues, or non-compliance trends to management.
  • 3. Root Cause Analysis & Continuous Improvement
  • • Conduct root cause analysis (RCA) on recurring complaints and systemic issues.
  • • Identify process gaps, control weaknesses, and service deficiencies.
  • • Share complaint trends, insights, and lessons learned with branches and relevant departments.
  • 4. Stakeholder Coordination
  • • Liaise with internal teams (Operations, IT, Branch/Branchless Banking, Digital, Product, Compliance) to ensure timely and effective complaint resolution.
  • • Follow up on pending actions and ensure accountability across stakeholders.
  • 5. Reporting & Management Information
  • • Prepare periodic QA reports, dashboards, and MIS for senior management.
  • • Track complaint volumes, resolution quality, escalations, reversals, and customer impact.
  • • Provide actionable recommendations to improve complaint handling standards and customer experience.
  • 6. Policy Adherence & Documentation
  • • Ensure Complaint Management policies, SOPs, and escalation matrices are consistently followed.
  • • Maintain proper documentation for audit, regulatory inspections, and management reviews.
  • 7. Service Culture Advocacy
  • • Act as a quality ambassador by promoting a customer-first mindset across branches and support functions.
  • • Recommend and support the implementation of a comprehensive Customer Care Program to enhance service culture at the branch level.
  • 8. Professional Conduct
  • Demonstrate professionalism, confidentiality, and ethical behavior at all times while dealing with customer information and complaints.
• What are we looking for and what does it require to be Quality Assurance Executive – Complaint Management - MMBL?
  • • Bachelor’s degree (Business, Finance, Banking, or related field preferred)
  • • 2–5 years of experience in Complaint Handling, Quality Assurance, Customer Experience, or Banking Operations
  • • Prior exposure to Complaint system, regulatory complaints, or audit processes is an advantage.
  • • Strong analytical and quality assessment skills
  • • Excellent written and verbal communication
  • • Sound understanding of banking products, complaint regulations, and SBP guidelines
  • • Ability to perform root cause analysis and data-driven reporting
  • • Stakeholder management and coordination
  • • Attention to detail and documentation accuracy

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 prioritizing 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 endeavor.