Soneri Bank is currently hiring for the position of VOC – Research & QA Officer (OG III) within its Customer Experience Department in Karachi. This opportunity is suitable for graduates with at least one year of professional experience who are interested in customer experience, quality assurance, customer research, call monitoring, and service improvement within the banking industry.
The selected candidate will be responsible for evaluating customer interactions, conducting satisfaction surveys, assessing call center and branch service quality, and identifying areas where the bank can improve the overall customer experience.
Soneri Bank Job Overview
| Job Detail | Information |
|---|---|
| Organization | Soneri Bank |
| Department | Customer Experience |
| Position | VOC – Research & QA Officer |
| Grade | OG III |
| Qualification | Minimum Graduation |
| Experience | Minimum 1 Year |
| Location | PNSC Building, 1st Floor, Karachi |
| Application Deadline | August 20, 2026 |
| Application Method | |
| Email Address | [email protected] |
Candidates should make sure to mention the position title in the email subject line when submitting their application.
What Is a VOC – Research & QA Officer?
VOC stands for Voice of Customer. In a banking environment, Voice of Customer activities are designed to understand how customers perceive the bank’s products, services, branches, call center, and overall service experience.
As a VOC – Research & QA Officer, the successful candidate will help Soneri Bank collect and analyze customer feedback while also monitoring whether customer-facing teams are following established service standards.
The role combines elements of:
- Customer experience management
- Quality assurance
- Customer research
- Mystery calling
- Customer satisfaction surveys
- Call monitoring
- Branch service assessments
- Reporting and analysis
- Service improvement
Therefore, candidates who enjoy analyzing customer interactions and identifying ways to improve service quality may find this position particularly suitable.
Key Roles and Responsibilities
1. Conduct Mystery Calling
The officer will conduct mystery calls to evaluate how customer queries are handled.
This may involve assessing factors such as:
- Professionalism of the representative
- Communication quality
- Accuracy of information
- Call-handling procedures
- Response to customer questions
- Overall customer service experience
The findings can then be used to identify areas where service standards need improvement.
2. Conduct Customer Satisfaction Surveys
Another major responsibility is conducting Customer Satisfaction (CSAT) surveys.
These surveys help the bank understand whether customers are satisfied with their interactions and services. The officer may collect customer feedback, organize the findings, and identify recurring concerns or positive trends.
3. Call Center Quality Assurance
The successful candidate will perform Call Center Quality Assurance (QA) assessments.
This means reviewing customer interactions to determine whether call center representatives are following the bank’s required service standards and quality parameters.
The officer may evaluate areas such as communication, professionalism, process adherence, accuracy, and customer handling.
4. Conduct Branch Mystery Assessments
The role is not limited to call center interactions. The officer will also conduct branch mystery assessments to evaluate the customer experience at branch level.
These assessments can help determine whether customers receive consistent and professional service when visiting bank branches.
5. Maintain Product and Process Knowledge
Candidates will be expected to develop and maintain a strong understanding of Soneri Bank’s products, services, processes, and customer service standards.
Strong product knowledge is important because QA professionals need to determine whether customers are receiving accurate information and whether employees are following the correct procedures.
6. Identify Customer Service Gaps
An important part of the position is identifying weaknesses in the customer journey.
Based on customer feedback, surveys, mystery assessments, and other VOC findings, the officer will highlight areas that require improvement.
This makes the position more than a monitoring role—the employee will also contribute insights that can help improve the bank’s overall service quality.
Required Skills
Soneri Bank is looking for candidates with a combination of communication, analytical, and customer service skills.
Excellent Communication Skills
Candidates should be able to communicate professionally with customers and colleagues. Strong verbal communication will be particularly important when conducting mystery calls and customer surveys.
Customer-Centric Mindset
Applicants should understand customer needs and expectations and be able to evaluate services from the customer’s perspective.
Observation Skills
Quality assurance requires attention to detail. Candidates should be capable of noticing small issues in customer interactions, service delivery, and adherence to procedures.
Analytical Skills
The officer should be comfortable reviewing feedback and identifying patterns, recurring problems, and opportunities for improvement.
Reporting Skills
Because VOC and QA findings need to be communicated internally, candidates should be able to organize information and prepare clear reports.
Qualification Requirements
Applicants must have at least a graduation-level qualification.
The job advertisement does not specify a particular academic discipline, which means graduates from different educational backgrounds may be eligible, provided they meet the other requirements.
Degrees related to the following areas could be particularly relevant:
- Business Administration
- Banking and Finance
- Marketing
- Management
- Commerce
- Economics
- Customer Relationship Management
- Other related disciplines
However, candidates should follow the official requirement of minimum graduation rather than assuming that one of these specific degrees is mandatory.
Experience Requirement
Candidates must have at least one year of professional experience.
Experience in any of the following areas may be particularly useful for this position:
- Banking
- Customer service
- Call centers
- Quality assurance
- Customer experience
- Customer research
- Customer satisfaction surveys
- Complaint management
- Branch operations
Applicants should highlight relevant responsibilities and achievements clearly in their CV.
Who Should Apply?
This opportunity may be a good fit for someone who:
- Has completed graduation
- Has at least one year of relevant professional experience
- Has strong verbal and written communication skills
- Enjoys interacting with customers
- Pays close attention to details
- Can objectively evaluate service quality
- Has good analytical and reporting abilities
- Is comfortable conducting calls and surveys
- Wants to develop a career in banking and customer experience
- Can work from the Karachi location mentioned in the advertisement
How to Apply for Soneri Bank VOC – Research & QA Officer
Interested candidates should prepare an updated professional CV and submit their application by email.
Application Email: [email protected]
Candidates should mention the exact position title in the subject line. A suitable subject would be:
Subject: Application for VOC – Research & QA Officer (OG III)
Before sending the application, candidates should ensure their CV includes:
- Current contact information
- Educational qualifications
- Relevant work experience
- Customer service or QA experience
- Call center experience, if applicable
- Research or survey experience, if applicable
- Relevant technical and interpersonal skills
Application Deadline
The deadline to apply is August 20, 2026.
Applicants should submit their CV before the deadline rather than waiting until the final day.
Job Location
The position is based at:
PNSC Building, 1st Floor, Karachi
Candidates should consider the location and their ability to work from Karachi before applying.
Tips for Preparing Your CV
Since this position focuses heavily on customer experience and quality assurance, applicants should tailor their CV accordingly.
Instead of listing only generic responsibilities, highlight measurable or relevant experience such as:
- Conducted customer satisfaction surveys
- Monitored customer calls for service quality
- Prepared weekly or monthly QA reports
- Handled customer complaints and queries
- Identified recurring customer service issues
- Worked according to defined service standards or KPIs
- Assisted in improving customer satisfaction scores
Candidates with call center or banking experience should make those responsibilities easy for the recruiter to identify.
Why Consider This Opportunity?
The VOC – Research & QA Officer position provides an opportunity to develop experience across customer experience, research, service quality, and banking operations.
Because the role involves both gathering customer feedback and assessing service delivery, it can provide useful career exposure for professionals interested in progressing toward roles such as:
- Customer Experience Officer
- Quality Assurance Officer
- Senior QA Analyst
- Customer Experience Analyst
- VOC Analyst
- Service Quality Officer
- Customer Experience Manager
Important Notes for Applicants
Soneri Bank states that it is an equal opportunity employer.
Applicants should also note that only shortlisted candidates will be contacted for an interview.
Candidates should carefully review their CV before applying and make sure the position title is included in the email subject as requested.
To apply for this job email your details to ba625885@gmail.com