Complaints Analyst III

Perform QC reviews of complaint cases based on the quality rubric, ensuring compliance with established guidelines. Provide constructive feedback to agents based on QC findings to support performance improvement. Feedback will be documented in written reports, and agents may need to set up meetings to discuss and clarify scores if needed. Assist in refining and updating the complaints review process, contributing feedback and suggestions for ongoing improvements. Conduct root cause analysis (RCA) to identify trends and areas for process enhancements. Collaborate with cross-functional teams to improve the efficiency and effectiveness of complaints handling. Independently balance and prioritize multiple tasks to ensure timely and accurate completion of QC reviews. Ensure compliance with global regulatory guidelines, including MiCA and CF8, across all complaint handling. Contribute to reporting and visualizations that highlight complaint trends and areas for process optimization. Support the troubleshooting and resolution of escalated and complex complaint cases, ensuring alignment with company standards.