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Service Analyst - Quality Assurance Monitoring - United Bank Limited (UBL)

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Job Detail

  • Location:
    Karachi, Sindh, Pakistan
  • Company:
    United Bank Limited (UBL)
  • Type:
    Full Time/Permanent
  • Shift:
    First Shift (Day)
  • Career Level:
    Experienced Professional
  • Positions:
    1
  • Experience:
    3 Year
  • Gender:
    No Preference
  • Degree:
    Bachelors
  • Date Posted:
    Dec 06, 2023
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Job Description

Quality Monitoring:

  • Regularly monitor and evaluate calls made by service agents to ensure compliance with established quality standards. Assess the effectiveness of communication, adherence to scripts, and resolution of customer queries.

Feedback and Coaching:

  • Provide constructive feedback to service agents based on quality monitoring results. Collaborate with team leaders to develop and implement coaching plans for continuous improvement.

Performance Metrics:

  • Track and analyze key performance metrics related to service quality. Identify trends and areas for improvement, making data-driven recommendations.

Documentation:

  • Maintain comprehensive records of quality monitoring results and agent performance. Prepare and share reports highlighting key insights and improvement opportunities.

Compliance Assurance:

  • Ensure that agents adhere to regulatory requirements and company policies during customer interactions. Identify and address any compliance-related issues promptly.

Collaboration with Training Teams:

  • Work closely with training teams to provide insights into training needs based on quality monitoring findings. Participate in the development and delivery of training programs as needed.

Benefits

Skills Required

Company Overview

United Bank Limited (UBL)
Karachi, Sindh, Pakistan

United Bank Limited is the second largest private commercial bank in Pakistan with over 1000 branches and has an international presence in 10 countries. We are a growing bank with immense potential and prospects for employment in the offering. We are... Read More

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