Opportunity Information
1
Bank/ Digital Bank/ Microfinance Bank/ Financial Institution
Mid Career
Regular/ Full Time
Karachi
The Role
Raqami Islamic Digital Bank is seeking a detail-oriented Root Cause Analyst to investigate customer complaints, service failures, and operational incidents, identify their underlying causes, and recommend sustainable corrective actions. The role focuses on driving continuous improvement through data analysis, process optimization, and automation initiatives, while working closely with Operations, Technology, Product, and Risk teams to enhance customer experience, operational efficiency, and regulatory compliance.
•Analyze complaints, service failures, operational incidents, and customer feedback to identify underlying causes •Conduct detailed Root Cause Analysis (RCA) using structured methodologies •Perform trend analysis across complaints, customer feedback, call center interactions, and digital channels •Develop corrective and preventive action recommendations •Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities •Track implementation and effectiveness of action plans •Produce periodic root cause reports and dashboards •Work with business units to address process gaps and control weaknesses •Identify customer friction points throughout customer journeys •Support complaint reduction initiatives and service improvement programs •Escalate systemic risks and critical service failures to management •Participate in customer journey reviews and service redesign initiatives •Monitor effectiveness of implemented solutions and recommend further improvements •Support regulatory investigations related to customer complaints and service quality •Maintain root cause repository and lessons learned database
Applicants General Eligibility & Requirements
3- 5 years
Education, Experience and Skills Requirements
- Bachelor's Degree (16 Years): Business Administration, Banking, Finance, Customer Experience, Management
3-5 years of experience in complaint management, service quality, customer experience, operations, process improvement or digital banking Preferred: Experience in root cause analysis, quality assurance or operational excellence; banking, digital bank, fintech or financial services experience
Service Quality Management, Quality Assurance Frameworks, Customer Experience Management, Root Cause Analysis, Voice of Customer, Customer Journey Mapping, Data Analytics, Power BI
About the Employer
Raqami Islamic Digital Bank