Unit Head - Quality Assurance

Khanewal; Karachi Division; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Khanewal seeks a Unit Head - Quality Assurance to lead the evaluation of the Phone Banking and Complaint Resolution Unit, ensuring alignment with service standards. The role requires driving improvements and ensuring compliance across QA processes.

The position involves analyzing customer complaints to identify root causes, trends, and recurring issues, and overseeing audits to close observations while collaborating with cross-functional teams.

Qualifications

• Evaluate Phone Banking and Complaint Resolution Unit against service standards.
• Analyze customer complaints to identify root causes and trends.
• Provide actionable insights to management based on data.
• Oversee internal and external audits related to service quality.
• Collaborate with cross-functional teams to close audit observations.

Responsibilities

• Evaluate Phone Banking and Complaint Resolution Unit against standards.
• Analyze complaints to identify root causes and trends.
• Provide management with insights and recommendations.
• Oversee internal and external audits of service quality.
• Collaborate with cross-functional teams to close audit observations.
• Lead initiatives to improve overall service quality based on findings.

Skills

Complaint Management

Communication Skills

Compliance

Quality Control

Education

Bachelor’s degree

Job description

## Unit Head - Quality AssuranceFull Job Details#### Job Description**Functional Area:** Banking/Financial Services **Career Level:** Experienced Professional **Minimum Education:** Bachelor’s **Minimum Experience:** 5 Years **Total Positions:** 1### Job Description* Conduct comprehensive evaluations of Phone Banking and the Complaint Resolution Unit to ensure adherence to service standards.* Perform in-depth analysis of customer complaints to identify root causes, trends, and recurring issues.* Provide actionable insights and recommendations to management based on complaint analysis.* Oversee and manage Internal and External Audits related to Service Quality.* Collaborate with cross-functional teams to ensure timely closure of audit observations and compliance issues.* Lead initiatives aimed at improving overall service quality based on evaluation findings and audit results.### Required Skills* ### Complaint Management* ### Communication Skills* ### Compliance* Quality Control