MCB Bank Pakistan

Officer Quality & Controls Contact Center

Department	Reports to
Officer Quality & Controls Contact Center	Sr. Manager Controls & Operations

JOB Description

This role is primarily responsible to ensure effective and efficient implementation; monitoring and continuous improvement of call center services based on Quality Control Standard indicators. It is based upon a set of processes & procedures that are used in an effort to improve customer experience & reduce wasteful operating practices.

PRINCIPAL ACCOUNTABILITIES

No.	Accountability	%Time
1	Evaluate calls as per well-defined processes that are followed at call center and report relevant results.	40%
2	Conduct coaching session with call centres agents to deliver best customer service. Also ensure agents best scoring in accuracy and courtesy by monitoring agents activities.	15%
3	Remain Punctual and ensure compliance and adherence to bank policies.	15%
4	To ensure timely delivery of all assignments assigned by line manager, as well as keep daily basis productivity intact.	15%
5	To conduct Quiz/Scrums/huddles and make sure that FATAL errors are reported in a timely manner and customer request/complaints are addressed.	15%

KNOWLEDGE AND EXPERIENCE

Knowledge and Skills	Graduate overall understanding of various products within real of Consumer Banking
Experience Profile	3 years of relevant experience
Behavioural Competencies	Good analytical skills with the ability to manage multi-dimensional tasks.

Important Note

“Females and Persons with disabilities having required skill set are encouraged to apply . MCB bank Ltd is an equal opportunity employer and is committed to create an inclusive environment for all employees.”

To apply for this position, Please visit https://careers.mcb.com.pk/

Deposit Accounts

Digital Banking

Roshan Digital Account

Cards

Consumer Loans

Remittances

Wealth Management

Officer Quality & Controls Contact Center

JOB Description

PRINCIPAL ACCOUNTABILITIES

KNOWLEDGE AND EXPERIENCE

Important Note

Navigate Seamlessly Using These Quick Shortcuts

BECOME A CUSTOMER

Schedule of Bank Charges (SOBC)

Pricing & PLS Rates

Key Fact Statements

Quick Links

Home

Retail

Corporate

Treasury

Privilege Banking

Navigate Seamlessly Using
These Quick Shortcuts

Schedule of Bank
Charges (SOBC)