Mystery Shopping Coordinator – Service Quality (Customer Services)

We are seeking confident and detail-oriented professionals to join our Customer Services team as Mystery Shopping Coordinator. The role is responsible for evaluating service quality standards across branches nationwide through mystery shopping activities and service monitoring assignments.

Qualification & Experience:

• Bachelor’s degree required (Master’s preferred).
• Minimum 2 to 3 years of experience in service quality, mystery shopping, or customer service.

Key Responsibilities:

• Conduct mystery shopping visits across branches nationwide to evaluate service delivery, staff professionalism, and branch ambiance
• Perform specialized service quality assignments, including compliance checks and ATM facility evaluations
• Monitor service standards and identify gaps in customer experience
• Prepare detailed and objective reports on findings along with actionable improvement recommendations
• Support initiatives aimed at enhancing overall branch service quality and customer satisfaction

Required Skills:

• Strong analytical and observation skills with attention to detail
• Confident personality with the ability to work discreetly in different banking environments
• Excellent communication and interpersonal skills
• Fluent speaking ability with natural interaction skills

Location:

Karachi