Transaction Monitoring Officer - ALLIED BANK LTD
(2025-12)
- Monitor and evaluate transactions handled through contact center helpline, emails, and social media platforms to ensure accuracy, compliance, and service quality.
- Monitored customer financial transactions to detect suspicious activities, fraud patterns, and money laundering risks in line with AML/CFT regulations.
- Perform call monitoring, email reviews, and digital interaction audits to assess professionalism, communication skills, and resolution accuracy.
- Prepare and share daily, weekly, and monthly Quality Assurance (QA) and transaction monitoring reports with management.
- Monitor, analyze, and report fraud cases received through various channels including helpline, email, and digital platforms, ensuring timely escalation as per bank policies.
- Root Cause Analysis (RCA): Investigate defects or quality issues, Identify the underlying cause(s), Implement corrective and preventive actions
Quality Assurance Officer - BANK OF KHYBER
(2023-01 - 2025-11)
- Daily call evaluations as per assigned counts & Quiz to gauge product knowledge.
- Reporting Fraud cases to PTA along with SBP prescribed form and screen shots.
- Credit card information maintenance/alteration e.g. Mobile number, address and email etc.
- Timely preparation/submission of call evaluation reports with QA Manager.
- Daily reporting of mandatory QA workload/task with QA manager.
- Identification of WOW calls & sharing detailed findings with QA Manager.
- Random Call monitoring & preparation of analysis report and mystery shopping.
- Process improvement suggestions.
- Conducting daily QA huddles with agents as per shifts.
- Tracking Contact Centre staff training programs as per directions.
- Training & development need analysis for newly and existing staff
- Analyzed high-risk transactions, unusual fund movements, and threshold breaches for further investigation. Prepared and documented transaction monitoring alerts, investigation findings, and escalation notes.
- Maintained accurate records of investigations to support internal audits and regulatory reviews.
- Coordinate with operations, training, and management teams to support service enhancement initiatives.
- Coordinated with Compliance, Operations, Fraud Risk, and Branch teams for timely resolution of cases.
- Monitored and analyzed QA performance metrics and KPIs to ensure consistent quality standards. Prepared quality performance reports to support management decision-making.
- Provided quality coaching and constructive feedback to improve individual and team performance. Conducted one-on-one and group coaching sessions based on QA audit findings.
- Performed random Spot Check to identify defects, deviations, and non-compliance issues. Supported continuous quality improvement by reporting spotcheck results.
Quality Assurance Officer - ASKARI BANK LTD
(2018-01 - 2023-12)
- Daily call evaluations as per assigned counts & Quiz to gauge product knowledge.
- Reporting Fraud cases to PTA along with SBP prescribed form and screen shots.
- Credit card information maintenance/alteration e.g. Mobile number, address and email etc.
- Timely preparation/submission of call evaluation reports with QA Manager.
- Daily reporting of mandatory QA workload/task with QA manager.
- Identification of WOW calls & sharing detailed findings with QA Manager.
- Random Call monitoring & preparation of analysis report and mystery shopping.
- Process improvement suggestions.
- Conducting daily QA huddles with agents as per shifts.
- Tracking Contact Centre staff training programs as per directions.
- Training & development need analysis for newly and existing staff
Customer Service Officer - UFONE
(2013-01 - 2016-12)
- Providing assistance to internal customer for providing better customer services.
- Conducting training sessions on soft skills and other important areas.
- Dealing regular customers to solve their issues within assigned TAT.
- Tracking and follow up of the Service activation and Fault rectification requests.
- Maintain high level of customer satisfaction throughout the process from the 1st call to complete problem resolution and provide complaint reference for future correspondence to the customer.
- Register all the complaints, queries and suggestions of customers in the System, take complaints when needed and avoid unnecessary complaint logging.
- Provide FCR (First Call Resolution) by taking ownership of the complaint/information
