Insights and Quality Assurance Manager - (210000VC)

HBL Pakistan

7000-HBL Plaza, HOK Habib Bank Plaza I.I. Chundrigar Road Karachi

Full time

Mar 9

This job is no longer accepting applications.

Job Description

 Insights and Quality Assurance Manager - (210000VC)

Description

 JOB RESPONSIBILITIES & REQUIREMENTS 

  • Analyze the voice of the customers data with Frontline experience data and prepare presentation such that meaningful insights on Service Improvement area can be shared with business and operations.
  • Synthesize actionable insights from frontline experience into concise, high-impact research/insights summaries.
  • Gather insights via call listening and transcription analysis, customer service agent focus groups and side-by-sides, and other qualitative methods, in order to identify trends and opportunities for product, marketing, and customer service teams.
  • Leverage great storytelling to help develop presentations that can show external and internal i.e. customers as well as Call Centre pain areas.
  • Work closely with internal partners (like Operations, Business Intelligence, and Data Analytics) to identify relevant quantitative data to answer key service related questions.
  • Ensure all communications are effective, engaging, and promote a culture of learning and knowledge exchange among the team.
  • Set up QA capability for CRU operations and provide weekly feedback to the stakeholders.
  • Ensure monthly report is shared with All SQ personnel on the achievements of insights department in a month.
  • Work with Head CE and analytics department to create reports and dashboards to be circulated to the stakeholders in SQ and other units.

 Qualifications:

 Education:

  • Bachelor’s Degree ideally focused in Insights field like Anthropology, Sociology, Marketing, Technical Communication

Experience:

  •  5+ years of experience in insights gathering with hands-on expertise and passion for research

Skills & Requirements

  • Customer service experience preferred
  • Project Management experience preferred
  • Previous experience with call recording software
  • Exceptional analytical skills and strong comfort with Analytics tools
  • Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
  • Proven track record of developing highly effective communication with measurable impact
  • Excellent command of written and spoken English
  • High level of responsibility, ownership and accountability
  • Passion for great customer experiences
  • Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines

 Primary Location: PK-SD-Karachi

Work Locations: 7000-HBL Plaza, HOK Habib Bank Plaza I.I. Chundrigar Road Karachi 

Function: Service Quality

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HBL Pakistan

HBL, Pakistan’s largest bank, was the first commercial bank to be established in Pakistan in 1947.