QA Complaints Analyst, 2
The QA Complaints Analyst, 2 monitors finalized/approved complaint responses as well as the initial intake and case setup within the Complaints Management System of record to ensure accuracy of the responses and integrity of the data maintained on Complaints Management System. Acts as the final assurance that customer and regulatory concerns were addressed, and verifies complaint data and documentation was entered into the Complaint Management System accurately. The QA Complaints Analyst is responsible for working with other areas in the business involved in the complaint handling process, from an oversight perspective, to ensure proper monitoring & controls are in place and are maintained.
Essential Job Functions
Quality Assurance – Complaint Responses – Performs quality assurance monitoring on finalized / approved complaint responses to ensure accuracy of the responses and integrity of the data maintained on Complaints Management System. Acts as the final assurance that customer and regulatory concerns were addressed, all previously approved letter verbiage and actions were executed and implemented. Verifies complaint data and documentation was entered into the Complaint Management System accurately.
Leadership – Assists with training and provides coaching and feedback to Responders and Coordinators based on case review. Negotiates, facilitates, and presents information in an articulate, professional, and digestible manner. Establish and meets critical deadlines while prioritize multiple activities and complex projects simultaneously. Demonstrates leadership by driving projects to meet milestone dates, utilizing critical thinking skills to help analyze business problems and recommending solutions, and collaborating with stakeholders to resolve problems and gaining consensus on the best solution.
Risk Identification and Documentation – Continuously working to identify the presence of risk as a result of procedural errors or gaps that are responsible for complaint generation or negative impact to customer experience. Identifies the need for procedural updates and assists with updating templates and procedures. Manages and leads projects by establishing and meets critical deadlines while prioritizing multiple activities and complex projects simultaneously. Applies knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
Reports to: Lead or above
Working Conditions/ Physical Requirements: Normal office environment
Direct Reports: None
Bachelor’s Degree in Business and Quality Management
Two to five years experience in the field of / Credit Review / Fraud investigations / Credit Card industry / Quality Assurance
MBA or equivalent in Business and Quality Management
Six Sigma Yellow Belt Certification
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