VOC Research and QA Officer

Job Overview

Soneri Bank is seeking a dedicated and analytical professional for the position of VOC - Research & QA Officer (OG III) within the Customer Experience department. This role is ideal for individuals looking to build a strong career in banking quality assurance and customer satisfaction research. The successful candidate will play a pivotal role in evaluating service standards and ensuring optimal customer interactions across various channels.

Roles and Responsibilities

• Conduct mystery calling to evaluate customer service and call-handling quality.
• Conduct Customer Satisfaction (CSAT) surveys to measure the overall customer experience.
• Perform Call Center Quality Assurance (QA) assessments to evaluate adherence to service standards and quality parameters.
• Conduct branch mystery assessments to evaluate service quality and customer experience.
• Maintain a strong knowledge of the Bank's products, services, processes, and customer service standards.
• Effectively identify service gaps and highlight areas for improvement based on customer feedback and VOC findings.

Required Skills

• Excellent communication and interpersonal skills.
• Strong customer-centric approach with the ability to understand customer needs and expectations.
• Strong observation, analytical, and reporting skills.

How to Apply

Interested candidates meeting the criteria are encouraged to send their resumes via email to [email protected]. Please ensure you kindly mention the position title in the subject line before the application deadline of August 20, 2026.

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