Strategic QA 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

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.