Officer Service Quality
Customer Service
FWB — Officer Service Quality, apply by Aug 15
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First Women Bank Ltd (FWBL) is hiring an Officer for Service Quality within its HR & Service Quality Division at Head Office, Karachi, reporting to the Unit Head Service Quality. The role ensures high customer satisfaction by monitoring service interactions across calls, emails, and chats, and by providing feedback and training to staff.
Key responsibilities include monitoring and evaluating customer service quality across branches; conducting branch visits and service quality audits; analyzing customer feedback, complaints, and satisfaction surveys; coordinating customer service training for branch staff; reviewing customer interactions for adherence to SOPs and service standards; delivering constructive feedback and coaching to agents; identifying gaps in service delivery and collaborating with relevant teams on improvements; tracking KPIs related to customer service; maintaining accurate records of complaints and feedback; and managing mystery shopping programs and customer surveys, ensuring compliance with SBP requirements.
Candidates should hold a minimum Bachelor's degree with 1-2 years of experience in Service Quality, and be proficient in MS Office.
Interested male and female candidates can apply online through the FWBL careers portal before the closing date of August 31, 2026.
Job Information
- Commission / Board
- FWB
- Place of posting
- Anywhere in Sindh
- City
- Karachi
- Postal Code
- 74200
- Domicile
- All Punjab Basis
- Age (Male)
- 18–35 years
- Age (Female)
- 18–35 years
- Last date
- 31 August 2026
Qualification Required
- Qualification: Minimum Bachelor's degree.
- Experience: 1-2 years of experience in Service Quality
How to Apply
- Visit the FWBL careers portal at https://fwbl.com.pk/careers-form/ and complete the online application form for 'Officer Service Quality'.
- Upload your updated CV/resume along with CNIC copy and educational/experience certificates.
- Review the detailed job description on the FWBL careers page before applying.
- Submit your application before the closing date of August 15, 2026.
- Only shortlisted candidates will be contacted for the next stage of the hiring process.
Additional Details
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