Service Quality Analyst

About the role

Raqami Bank is looking for a Service Quality Analyst in its Customer Experience department. The role monitors and improves service standards across the bank's digital channels and customer touchpoints, auditing service quality, tracking performance against SLAs and driving corrective actions to reduce complaints and service failures.

Key responsibilities

• Develop and maintain the bank's Service Quality Framework and standards across all customer journeys.
• Design and implement quality assurance programs for Contact Center, Digital Channels, Branchless Operations and Back-office teams.
• Conduct regular service quality audits, calibration sessions and process reviews.
• Monitor customer experience metrics such as CSAT, NPS, CES, FCR and complaints trends.
• Analyse complaints, service failures and customer feedback to find root causes and improvement opportunities.
• Lead Voice of Customer (VoC) programs and customer listening initiatives.
• Partner with Operations, Product, Digital, Technology and Business teams on service improvements.
• Build service quality dashboards and management reports for executive leadership.
• Ensure compliance with SBP regulations, internal policies and customer conduct standards.
• Drive customer journey reviews, service redesign, quality coaching, training needs assessments and benchmarking against industry best practices.

Required profile

• 5-8+ years of experience in Service Quality, Customer Experience, Complaints Management, Contact Center Quality Assurance, Operational Excellence or related fields.
• Experience in banking, digital banking, FinTech, telecommunications or financial services preferred.
• Demonstrated experience with service quality frameworks, quality audits, customer journey management and performance improvement.
• Bachelor's degree in Business Administration, Banking, Finance, Customer Experience, Management or a related discipline; Master's degree or MBA preferred.

Required skills

• Service quality management, quality assurance frameworks and customer experience management
• Complaint analytics and root cause analysis, Voice of Customer, customer journey mapping
• Performance reporting, data analytics and stakeholder management
• Process improvement methodologies, service recovery management
• Advanced Excel, Power BI and Tableau