Experience Analyst

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time
Job Overview

We are seeking a skilled professional to conduct Quality Assurance tests for the Complaint Management Team, ensuring governance-related activities within the Client Experience. This role will be responsible for managing all governance-related activities associated with reporting, including the review and maintenance of Departmental Operating Instructions, Contracts, and Client Experience Service Level Agreements, as applicable.

  • Work on key departmental reporting (regulatory, Group, and country) and ensure timely and accurate submission.
  • Ensure the highest standards in data quality and reporting timeliness.
  • Responsible for all governance-related activities related to reporting – e.g., Departmental Operating Instructions, Contracts, and Customer Experience Service Level Agreements reviews as applicable.
  • Work closely with Assurance Manager and Customer Experience Head to oversee audits and reviews.
  • Ensure robust quality audits, checks, and controls are embedded.
  • Perform monthly Quality Assurance (QA) tests for the Complaint Management Unit.
  • Represent the unit for Group and regulatory audits.
  • Develop a baseline with effective data analysis and reporting to accurately reflect business results.
  • Identify opportunities for reporting optimization based on data analytics.
  • Work with internal and external teams to continuously refine and optimize reporting platforms, templates, and requirements.
  • Responsible for identifying, assessing, monitoring, controlling, and mitigating risks in Client Experience.
  • Maintain awareness and understanding of the regulatory framework of the country, and the regulatory requirements and expectations relevant to the role.
Key Responsibilities
  • Problem-solving
  • Critical thinking
  • Analytical skills
  • Understanding of regulatory requirements in complaints handling (preferably)
  • Minimum qualification required is Bachelor's degree

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