Unit Head Service Quality
Customer Service
FWB — Unit Head Service Quality, apply by Aug 15
This job's application deadline has passed. You can no longer apply for this specific post, but similar and newly published jobs are posted daily — install the app to get instant alerts for new openings from Customer Service and other departments.
Get Alerts for New JobsAbout This Job
First Women Bank Ltd (FWBL) is hiring a Unit Head of Service Quality within its HR & Service Quality Division at Head Office, Karachi, reporting to the Head of Service Quality. The role leads the development, implementation, and management of strategies to ensure an exceptional customer experience and compliance with quality standards across the organization.
Key responsibilities include developing the service quality vision, strategy, policies, and procedures; establishing and monitoring KPIs such as Net Promoter Score and customer satisfaction levels; overseeing quality assurance monitoring of customer interactions, mystery shopping programs, and adherence to standards like ISO 9001; identifying root causes of quality issues and driving corrective and preventive actions; ensuring compliance with consumer protection regulations and managing related audits; supervising the complaint management process; and leading and training staff to build a culture of service excellence.
Candidates should hold a minimum Bachelor's degree with 5-8 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)
- 18–45 years
- Age (Female)
- 18–45 years
- Last date
- 31 August 2026
Qualification Required
- Qualification: Minimum Bachelor's degree.
- Experience: 5-8 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 'Unit Head 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
Share This Job
Comments
Ask a question or share information about this job. Be respectful — comments are public.
Loading comments…