Website Soneri Bank
Soneri Bank has announced an exciting opportunity for professionals seeking to build a career in Customer Experience, Voice of Customer (VOC), Research, and Quality Assurance. The bank is hiring for the position of VOC – Research & QA Officer (OG III) within its Customer Experience Department.
This position is based at the PNSC Building, 1st Floor, Karachi, and is suitable for candidates who have at least a graduation degree and one year of relevant experience. The successful candidate will contribute to evaluating customer service quality, conducting customer satisfaction research, performing mystery assessments, and identifying opportunities to improve the overall customer experience.
The application deadline is August 20, 2026, making it important for interested candidates to prepare and submit their applications before the closing date.
Soneri Bank VOC – Research & QA Officer Job Overview
The VOC – Research & QA Officer will support Soneri Bank’s efforts to understand customer expectations and improve service quality across different customer touchpoints.
The role combines customer research, quality assurance, mystery calling, customer satisfaction surveys, branch assessments, data analysis, and reporting.
Rather than focusing exclusively on traditional call center responsibilities, this position requires the employee to assess customer interactions and identify gaps between the service customers expect and the service they actually receive.
Job Details
- Bank: Soneri Bank
- Department: Customer Experience
- Position: VOC – Research & QA Officer (OG III)
- Job Category: Customer Experience / Research / Quality Assurance
- Location: PNSC Building, 1st Floor, Karachi
- Minimum Qualification: Graduation
- Minimum Experience: 1 year
- Application Deadline: August 20, 2026
- Application Email: [email protected]
- Employer Policy: Equal Opportunity Employer
Candidates must mention the position title in the subject line when submitting their application.
What Is a VOC – Research & QA Officer?
VOC stands for Voice of Customer. In simple terms, Voice of Customer programs help organizations understand what customers think, need, expect, and experience when interacting with the company.
For a bank, customer experience can involve many different touchpoints, including:
- Call centers
- Branches
- Telephone interactions
- Banking products
- Customer service processes
- Complaint handling
- Service requests
- Digital and other customer channels
The VOC – Research & QA Officer helps gather and analyze customer feedback while also evaluating whether employees and service channels are meeting established quality standards.
The position therefore requires someone who can listen carefully, observe customer interactions, analyze information, and communicate findings clearly.
Key Responsibilities of the Position
1. Conduct Mystery Calling
One of the major responsibilities will be conducting mystery calling.
Mystery calling is a quality-assurance technique in which a person evaluates a customer service interaction by posing as a customer and assessing how the call is handled.
The officer will evaluate areas such as:
- Call handling
- Communication
- Customer service
- Adherence to procedures
- Responsiveness
- Professionalism
- Overall service quality
The purpose is to provide an objective assessment of the customer experience and identify areas where service standards may need improvement.
2. Conduct Customer Satisfaction Surveys
The role will also involve conducting Customer Satisfaction (CSAT) surveys.
CSAT surveys help organizations understand how satisfied customers are with the services they receive.
The officer will use customer feedback to help determine:
- Customer satisfaction levels
- Common service concerns
- Customer expectations
- Areas of dissatisfaction
- Opportunities for improvement
Candidates should be comfortable interacting with customers and working with feedback and survey information.
3. Perform Call Center Quality Assurance Assessments
The successful candidate will conduct Call Center Quality Assurance (QA) assessments.
These assessments are designed to determine whether customer interactions comply with the bank’s defined service standards and quality parameters.
The officer will evaluate customer service interactions and identify deviations or weaknesses.
This responsibility requires strong observation and analytical skills, because even small details in customer interactions can provide valuable insights into service quality.
4. Conduct Branch Mystery Assessments
Customer experience is not limited to telephone interactions.
The position also involves conducting branch mystery assessments to evaluate service quality and customer experience at physical banking locations.
These assessments can help identify how effectively branch staff deliver services and whether customer-facing processes meet the bank’s standards.
The officer will need to observe customer interactions carefully and document findings accurately.
5. Maintain Knowledge of Banking Products and Services
To evaluate customer interactions effectively, the employee must have a strong understanding of the bank’s products, services, processes, and customer service standards.
This means the successful candidate will need to continuously understand the services being offered and how customers are expected to be supported.
A strong knowledge base will help the officer distinguish between:
- Correct and incorrect information
- Standard and non-standard processes
- Appropriate and inappropriate customer handling
- Effective and ineffective service delivery
This makes attention to detail and willingness to learn important qualities for the role.
6. Identify Service Gaps
Another important responsibility is identifying service gaps.
A service gap occurs when customer expectations are not fully met by the service being provided.
The VOC – Research & QA Officer will use customer feedback, mystery assessments, QA results, and research findings to identify these gaps.
The officer may highlight areas involving:
- Communication
- Service speed
- Process adherence
- Customer handling
- Product knowledge
- Customer expectations
- Overall service experience
Identifying these gaps can help the bank take corrective measures and improve customer satisfaction.
7. Highlight Areas for Improvement
The role is not simply about identifying problems. The officer will also need to highlight opportunities for improvement based on customer feedback and Voice of Customer findings.
This requires the ability to turn observations and customer comments into meaningful insights.
A strong candidate should be able to answer questions such as:
- What are customers dissatisfied with?
- Where are service standards not being followed?
- What recurring issues are customers reporting?
- Which customer touchpoints need improvement?
- What trends can be identified from the feedback?
The ability to communicate these findings through clear reporting will be an important part of the job.
Required Qualification and Experience
Educational Qualification
Soneri Bank requires candidates to have a minimum qualification of Graduation.
The job advertisement does not specify a particular degree specialization. Therefore, graduates from relevant disciplines may consider applying, particularly those whose academic or professional background aligns with:
- Customer service
- Business administration
- Management
- Marketing
- Research
- Banking
- Quality assurance
Candidates should ensure that their CV clearly presents their educational credentials.
Professional Experience
Applicants should have a minimum of 1 year of experience.
Because the position is within the Customer Experience Department, experience involving customer service, quality assurance, research, call center operations, customer feedback, banking, or related functions can be particularly useful.
Candidates should highlight relevant responsibilities and achievements in their CV rather than simply listing their job titles.
Important Skills for the Role
Excellent Communication Skills
Communication is one of the most important requirements.
The employee will deal with customer feedback, assessments, reporting, and potentially multiple internal stakeholders. Strong verbal and written communication skills are therefore essential.
Customer-Centric Approach
The successful candidate must have a strong customer-centric mindset.
This means being able to understand customer needs, expectations, concerns, and experiences.
The candidate should naturally focus on answering the question:
“How can the customer’s experience be improved?”
Observation Skills
Mystery calling and branch assessments require excellent observation skills.
The officer needs to notice details in customer interactions and service delivery that may otherwise be overlooked.
Analytical Skills
The position also requires strong analytical abilities.
The candidate should be capable of reviewing customer feedback, QA assessments, and survey findings to identify patterns and service gaps.
Reporting Skills
Findings are only valuable when they can be communicated effectively.
Strong reporting skills are therefore required to document observations, summarize findings, and highlight areas requiring attention.
Who Should Apply?
This vacancy could be a strong fit for graduates who already have professional experience and are interested in customer experience and quality assurance.
You may be a suitable candidate if you have:
- At least graduation-level education
- 1 year or more of relevant experience
- Excellent communication skills
- Strong interpersonal abilities
- A customer-focused mindset
- Strong observation skills
- Analytical thinking
- Good reporting abilities
- An interest in banking and customer experience
- The ability to evaluate service quality objectively
Professionals who enjoy research, customer feedback analysis, quality monitoring, and service improvement may find this role particularly suitable.
Why This Job Can Be a Valuable Career Opportunity
Customer experience has become increasingly important across the banking industry. Banks need professionals who can understand customer expectations and translate feedback into better service processes.
Working as a VOC – Research & QA Officer can provide valuable exposure to:
- Customer experience management
- Quality assurance
- Customer satisfaction measurement
- Banking products and services
- Research and feedback analysis
- Call center quality
- Branch service quality
- Reporting and service improvement
This experience can potentially support future career progression into areas such as Customer Experience, Quality Assurance, Customer Insights, Service Quality, Research, and Operations.
How to Apply for Soneri Bank VOC – Research & QA Officer Job
Interested candidates should prepare an updated and professional CV highlighting their education, relevant experience, customer service exposure, analytical abilities, and communication skills.
Applicants should carefully follow the bank’s application instructions.
Application Steps
- Update your CV with your latest education and professional experience.
- Highlight relevant experience in customer service, banking, research, QA, or customer experience.
- Clearly mention your communication, analytical, observation, and reporting skills.
- Prepare your application before the closing date.
- Send your CV to [email protected].
- Mention “VOC – Research & QA Officer (OG III)” in the subject line.
- Submit the application before August 20, 2026.
Only shortlisted candidates will be contacted for an interview, according to the job advertisement.
Application Summary
| Job Detail | Information |
|---|---|
| Organization | Soneri Bank |
| Department | Customer Experience |
| Position | VOC – Research & QA Officer (OG III) |
| Qualification | Minimum Graduation |
| Experience | Minimum 1 Year |
| Location | PNSC Building, 1st Floor, Karachi |
| Deadline | August 20, 2026 |
| Application Email | [email protected] |
| Key Skills | Communication, Customer Focus, Observation, Analysis, Reporting |
Final Thoughts
The Soneri Bank VOC – Research & QA Officer (OG III) vacancy is an excellent opportunity for professionals who want to develop their careers in customer experience, quality assurance, research, and banking operations.
The role offers diverse responsibilities, from mystery calling and CSAT surveys to call center QA, branch assessments, customer feedback analysis, and service improvement. This makes it suitable for candidates who are analytical, observant, customer-focused, and strong communicators.
Applicants should ensure they meet the minimum graduation and one-year experience requirements and clearly demonstrate their relevant skills in their CV.
If you believe your background matches the requirements, send your application to [email protected] and mention “VOC – Research & QA Officer (OG III)” in the subject line.
The application deadline is August 20, 2026, so eligible candidates should apply before the closing date.
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To apply for this job please visit soneribank.com.