Are you passionate about ensuring quality service and maintaining controls in a dynamic work environment? MCB Bank invites you to join its Operations Group as an Officer Quality & Controls for the Contact Centre division. This is an opportunity to contribute to one of Pakistan’s leading banks while fostering inclusivity and diversity in the workplace.

About MCB Bank:

MCB Bank Ltd is a premier financial institution in Pakistan with a rich legacy spanning decades. Committed to excellence and innovation, MCB Bank offers a wide range of banking products and services, serving millions of customers across the nation. As an equal opportunity employer, MCB Bank values diversity and strives to create an inclusive environment where every employee can thrive.

Position Overview:

As an Officer Quality & Controls in the Contact Centre division, you will play a pivotal role in ensuring the delivery of high-quality service to customers while maintaining rigorous controls and standards. Based in Lahore or Rawalpindi, you will be at the forefront of customer interactions, contributing to MCB Bank’s reputation for excellence.

Key Responsibilities:

• Monitor and evaluate customer interactions to ensure adherence to quality standards and regulatory requirements.
• Identify areas for improvement in processes and procedures to enhance service delivery and efficiency.
• Implement and maintain controls to mitigate risks and ensure compliance with internal policies and external regulations.
• Provide feedback and coaching to Contact Centre agents to improve performance and service quality.
• Collaborate with cross-functional teams to address customer issues and enhance the overall customer experience.
• Generate reports and analyze data to track performance metrics and identify trends.

Qualifications and Skills:

• Bachelor’s degree in a relevant field.
• Previous experience in a similar role, preferably in the banking or financial services industry.
• Strong analytical skills with the ability to interpret data and identify areas for improvement.
• Excellent communication skills, both verbal and written.
• Detail-oriented with a focus on accuracy and precision.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Proficiency in Microsoft Office suite and familiarity with contact centre technologies.

How to Apply:

Females and persons with disabilities possessing the required skill set are encouraged to apply. To take the first step towards joining MCB Bank as an Officer Quality & Controls in the Contact Centre division, please click on the link provided in the caption.

Conclusion:

Joining MCB Bank’s Operations Group as an Officer Quality & Controls in the Contact Centre division offers a rewarding opportunity to contribute to the bank’s mission of delivering excellence in customer service while upholding stringent controls and standards. With a commitment to diversity and inclusivity, MCB Bank provides a supportive environment where employees can thrive and grow in their careers. Apply now and be part of a dynamic team driving innovation and success in the banking industry