Customer Complaints Quality Analysis

Complaints Quality Analysis

Contract: Full time- 6 months initially with potential extension

Shift Pattern: 12pm-8pm Mon-Fri (overtime is at the discretion of the client)

The successful candidate will be responsible for investigating a variety of serious complaints across the business. Each complaint will be investigated with a fact based approach in accordance to the businesses process and obligations. You will conduct a root cause analysis on serious complaints and make recommendations to address the risk and issues highlighted.

Job titles and duties

Support the administration of complaints and quality assurance process, to help ensure fair and reasoned complaint outcomes are carried out within agreed deadlines and in line with company policies

Working within and helping to maintain a customer focused and team environment which is continually improving and striving to identify process improvements

Investigating complaints; making fair and reasonable decisions about whether to uphold the complaint, and then communicating those decisions to management.

Essential Skills:

Background of delivering excellent customer service
Problem solving
Good communication skills- both verbal and written