JOB SUMMARY
This role requires an individual who is highly skilled in complaints resolution, process augmentation, process improvement, case investigation, monitoring, tracking, and reporting. It requires seeing and understanding the big picture so that all outcomes are aligned to Muve quality assurance and complaints resolution practices, and regulatory compliance. The individual should have hands on process related work experience essential to the role of complaints resolution, investigating and auditing. In addition, the individual should have spent a minimum of one-year within the Quality Assurance Department to ensure they have solid hands-on experience in auditing cases, tasks, and individuals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Capable of extensive oversight across the complete complaint resolution process and has the capability to train new resolution personnel.
- Carries out the complete complaints handling life cycle from acknowledgements to resolution.
- Addresses all negative reviews and feedback via Trust pilot, Google, Thermometer, feedback inbox and web form sources to enable quick actions by departments.
- Carries out audits pertaining to complaint cases to facilitate resolution actions.
- Provide necessary compensations based on departmental compensation policy.
- Enacts complaint preventative policies and procedures across departments.
- Maintains up to date complaints handling databases and ensures data hygiene at all times.
- Adheres at all times to complaint resolution KPIs and SLAs.
- Ensures up to date complaint information via case notes and carries out timely actions using To Dos.
- Provides complaint and audit related reports to departments and senior management.
Job Requirements
- Degree in a related field of complaint resolution, quality assurance, compliance, mathematics, or business management preferred.
- Minimum 2 years’ experience or proven track record as a senior within a Complaints Resolution or Audit role in a previous quality assurance function where the individual demonstrates experience in two or more of the following areas: complaints resolution, provision of compensation, audits, compliance, process improvements, process augmentation, process manual control.
- Logical and quantitative thinker, numeracy, with an ability to problem solve with statistical inference.
- Highly experienced in Microsoft Excel and Office Packages, with demonstrated analytical and organizational skills. Preferred experience with Excel spreadsheet report generation, including pivot tables.
- Strong written and verbal communication skills is a must (Upper B2 language score in writing and speaking is a must).