About the job

Strong analytical and problem-solving skill.
Excellent communication, Active listening and interpersonal skills.
Proficient in using call monitoring software and quality assessment tools.
Ability to work independently as well as part of a team.
Ability to manage multiple tasks and priorities effectively.
Presentation skills, creative thinking skills along with strong grip on Microsoft office.
In-depth knowledge of Call Center Operations Matrixes and reports, process and procedure.
Adaptability, Flexibility & Cultural Awareness.

Stay updated on all relevant policies, procedures, and Standard Operating Procedures (SOPs) related to service quality within the call center.
Evaluate the calls and complete daily target of call monitoring as per defined SOP.
Utilize active listening skills and strong decision-making abilities to evaluate financial / non-financial calls effectively. Respond promptly and take precautionary actions when and where required.
Generate report of Transaction call monitoring and share with line management.
Instantly act on any out of pattern activities to mitigate any potential fraud risk.
Give constrictive feedback and coaching to Contact Center agents on the basis of call evaluation.
Conduct Call backs when and where required to authenticate customer.
Organize and conduct one-on-one and collective training sessions to emphasize the accuracy in banking transactions.
Ensure highlighting error / gap found in calls to relevant team.
Arrange approvals for execution of financial transactions as required in process manual.
Assist line manager for any associated task.
Responsible to maintain and update call monitoring record.
Any other task(s) assigned by Line Management.

Preferably Masters but at least Bachelor degree or equivalent professional qualification from reputed university

Preferably 1 year and above experience in relevant field.

this job is available in Karachi, Islamabad and Lahore

Allied bank jobs: Officer Transaction Monitoring Karachi-Digital Banking Group 2025