Skip to Content
Remote

Senior Complaints Analyst

Job Overview

Complaints Analyst on the Complaints Quality Control team within Customer Experience, you'll audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready…

Key points

  1. Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time.

  2. Drive calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes.

  3. Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and ongoing development of QC analysts.

  4. Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness.

  5. Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows.

  6. Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionable recommendations for process improvement.

  7. Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication.

  8. Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale.

Skills

P77181#LI-ONSITESQLGenerative AISalesforceJiraCommunication

Experience: Senior-level · 5+ years