• What is QA Officer - MMBL?
  • • Ensure timely rectification and closure of audit discrepancies/observations through effective follow-ups and coordination with concerned departments and branches.
  • • Maintain strong coordination between branches and vendors for prompt resolution of QMS and related system issues.
• What QA Officer - MMBL does?
  • • Ensure timely rectification and closure of audit discrepancies/observations through effective follow-ups and coordination with concerned departments and branches.
  • • Maintain strong coordination between branches and vendors for prompt resolution of QMS and related system issues.
  • • Conduct analytical monitoring of operations across Head Office (HO) departments and branches, including SLA compliance and performance tracking.
  • • Review all liability and asset products of the Bank and provide structured, candid feedback to product owner departments for improvement.
  • • Coordinate with HO departments for data gathering, analysis, and reporting related to TAT monitoring and operational performance.
  • • Manage and analyze multiple reporting streams, including QMS TATs across MMBL branches, complaints analysis, mystery shopping feedback, and call center performance; maintain records and prepare detailed reports highlighting gaps, trends, and actionable improvement areas.
  • • Perform comprehensive quality assurance analysis across departments, including evaluation of operational efficiency, service quality, and compliance standards.
  • • Conduct regular physical branch visits to assess operational performance, service delivery, and compliance with Customer Experience (CX) standards.
  • • Perform on-site verification of branch self-assessments, identify gaps, and provide actionable recommendations for immediate and long-term improvements.
  • • Identify gaps and recommend improvements in quality standards in line with Customer Experience (CX) guidelines and operational benchmarks.
  • • Conduct KFS/PKFS evaluations, online assessments, and ensure adherence to regulatory, operational, and CX standards.
  • • Ensure delivery of FTC training to all new employees before customer interaction, in coordination with the HR department.
  • • Drive enhancement and optimization of digital initiatives and projects to improve operational efficiency and system effectiveness.
  • • Provide training to branch staff on QMS and Digital Notice Board systems to ensure proper utilization and compliance.
  • • Monitor and ensure adherence to Shariah-compliant operational standards, including integration of QMS and digital initiatives within Islamic Banking branches.
  • • Prepare and present daily, weekly, monthly, and quarterly reports for management review, highlighting key insights, trends, and actionable recommendations.
  • • Ensure continuous follow-ups with branches and departments for timely resolution of identified issues and implementation of improvement actions.
  • • Perform any other tasks assigned by the Manager Quality Assurance.
• What are we looking for and what does it require to be QA Officer - MMBL?
  • • Hold Bachelor or preferably Master’s degree from a well reputed institution.
  • • Have at least 2 years of banking experience preferably in relevant field.

• Head Office

Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.

This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.