Join our team at Al Meezan Investment Management Ltd. as a Senior Officer/Officer in Service Quality. If you are passionate about maintaining high service standards and ensuring compliance with business principles, we invite you to apply.
Al Meezan Investment Management Ltd. Head Office Location: Karachi
Career Opportunity: Senior Officer/Officer – Service Quality
- Contribute to the development, planning, and implementation of service quality, monitoring, and inspection processes.
- Ensure adherence to company Business Principles and Corporate Values.
- Conduct Quality Assurance (QA) of Account Opening to identify and rectify data discrepancies.
- Input monitoring data into a database and analyze it to pinpoint areas of concern.
- Implement initiatives to enhance the complaint management process for improved customer satisfaction.
- Collaborate in the implementation of controls to meet regulatory and internal requirements, investigating and reporting customer cases.
- Monitor compliance with company standards and regulatory requirements, including KYC.
- Provide accurate and comprehensive periodic MIS reporting for management review.
- Conduct branch visits to assess service quality and identify areas for continuous improvement.
- Perform Mystery Calling activities for Branch and Call Centre staff to evaluate call handling etiquettes and product knowledge.
- Conduct NPS calling to gauge customer satisfaction levels and conduct other Customer Satisfaction Surveys.
Education & Qualifications:
- Minimum Graduate/Masters degree with two to four years of relevant experience, preferably in asset management companies/banking.
- Any certification related to Quality Assurance, Six Sigma, or ISO Certification is a plus.
Required Skills & Knowledge:
- Experience in Customer Service or Quality Assurance.
- Strong customer focus with superior negotiation skills.
- Ability to think creatively and provide alternative solutions to customers.
- Proficient computer literacy and MS Office skills.
- Excellent interpersonal and analytical skills.
- Good oral and written communication skills.
How to Apply:
Interested candidates may submit their resumes, outlining their relevant experience, to HR. Please mention the position in the subject line. Al Meezan is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.