Service Quality (SQ) Officer

A reputable bank is seeking motivated and customer-focused professionals for the position of Service Quality (SQ) Officer in Islamabad and Rawalpindi.

The role is suitable for candidates with experience in banking operations, Service Quality, Customer Experience, or related customer-facing functions. The successful candidate will contribute to maintaining and improving service standards, monitoring customer experience, and supporting initiatives that enhance overall service quality.

Key Responsibilities:

• Monitor and support service quality standards across banking operations.
• Evaluate customer service processes and identify areas for improvement.
• Analyze customer feedback and service-related issues.
• Coordinate with relevant teams to resolve service quality gaps.
• Support implementation of customer experience and service improvement initiatives.
• Prepare service quality reports and performance updates for management.
• Monitor compliance with established service standards and procedures.
• Identify recurring customer issues and recommend corrective actions.
• Work with branch and operational teams to promote consistent customer service standards.
• Support management in improving overall customer experience.

Requirements & Qualifications:

• Bachelor’s degree from a recognized institution.
• Relevant experience in banking, Service Quality, Customer Experience, or related functions.
• Strong customer-service orientation.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good report-writing and coordination skills.
• Ability to work effectively with branch and cross-functional teams.
• Strong attention to detail and commitment to service excellence.