Complaints Quality Assurance Specialist

Why this role matters

As a Complaints QA Specialist, you are responsible for ensuring the accuracy, quality, and compliance of complaint handling within the Complaints Division. The role involves reviewing resolved cases, identifying gaps in processes or knowledge, and providing actionable feedback to enhance team performance. The position also contributes to continuous improvement by maintaining QA standards and supporting training initiatives.

Main Goal:

To maintain high-quality complaint management across the division, ensure compliance with company and regulatory standards, and support team development through monitoring, analysis, and feedback.

What you'll actually do

1. Case Review

• Perform quality assurance checks on resolved complaints to ensure accuracy, completeness, and compliance

2. Feedback Communication

• Provide actionable feedback to Complaint Specialists to improve performance and adherence to standards

3. Process Monitoring

• Identify patterns in complaints and errors to recommend process or system improvements

4. Knowledge Base Contribution

• Update and maintain relevant QA guidelines, checklists, and internal resources

5. Reporting

• Generate QA reports highlighting trends, error rates, and improvement areas

6. Workshop Training

• Arrange workshops by providing QA insights and best practices

7. Collaboration

• Work closely with Team Leads, Senior Specialists, and other departments to resolve recurring issues or escalations
  
  

 Who we’re looking for

• Relevant certifications (optional but beneficial): Customer Operations Performance Center, Project Management Institute , or equivalent certification
• Minimum 2 years of experience in Complaints handling, or Quality Assurance. 
• Proven experience in handling complex or escalated complaints with sound analytical judgment.
• Strong analytical skills with the ability to identify patterns and trends.
• Strong problem-solving skills.
• Familiarity with regulatory requirements and compliance standards.
• Detail-oriented with a commitment to accuracy and thoroughness.
• Excellent internal tools/system knowledge
• Familiarity with process improvement methodologies (e.g., Six Sigma) is a plus
• Integrity and Accountability – Takes ownership of QA outcomes.
• Client-Centric Mindset – Ensures customer complaints are handled properly and fairly.
• Continuous Learning – Open to feedback and focuses on personal and team improvement.
• Collaboration – Works effectively across departments to enhance complaint processes.
• Proactive Problem Solving – Identifies areas for improvement and drives actionable solutions.
• Regular interaction with Complaint Specialists, Team Leads, Senior Specialists, and other stakeholders
• Provides QA insights for training, escalations, and process improvement initiatives.
• Shares findings with management to support decision-making and operational improvement
  
  

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. HM Interview (30 minutes)
3. Final Interview/Presentation (30 minutes)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.