Customer Issue Analysis
- Conduct detailed and granular analysis of customer complaints and issues to identify trends, root causes, and recurring themes.
- Review customer issue data to uncover insights that support service quality improvement initiatives.
Quality Assurance & Review
- Perform quality checks to ensure complaints are accurately classified and properly substantiated.
- Validate supporting documentation and evidence to ensure compliance with complaint handling standards.
Service Standards & Monitoring
- Monitor complaint resolution aging and turnaround times against established service level standards.
- Highlight delays or breaches and support timely escalation where required.
Process Improvement
- Identify process gaps, inefficiencies, and control weaknesses in complaint handling workflows.
- Recommend practical process improvements to enhance customer experience and service quality.
Stakeholder Collaboration & Communication
- Communicate insights, findings, and recommendations clearly to internal stakeholders.
- Collaborate with relevant teams to drive issue resolution and continuous improvement initiatives.
