HBL Assistant Manager Quality Assurance Educated employees on specific QA standards and confirmed maintenance of standards. Promoted adherence to quality standards by educating Employees on quality control. Effectively managed complaints related to Call center staff came from SBP, Banking Mohtasib and Complaint Resolution Unit. Validation of payments made through ADC channels by customers and activities perform through phone banking, reports extraction maintain MIS for reporting to higher management and also look after customer complaint and Roshan digital account complaint portal.

Managed SMS complaint portal team and handled tasks like report extraction, coordinate with customer, logged customer's complaints and take follow up till resolution.

Took Inbound and Outbound priority customer's calls, also look Internet Banking and Mobile Application Queue, operated Branch Operating System MYSIS.