Senior Complaints Analyst
Core
Audit post-QC and dispute-related cases across Consumer, Regulatory, and Litigation Support to ensure accurate, regulator-ready outcomes and identify systemic risks.
Role type
Senior Complaints Analyst (Quality Control)
Builds
Regulator-ready complaint outcomes and scalable review improvements
Domain
Financial services / Regulated technology / Customer Experience
Required skills
Root-cause analysis, Quality assessment, Regulatory compliance knowledge, Data analysis, Cross-functional influence, Salesforce Service Cloud, JIRA, SQL, Generative AI oversight
Preferred skills
None stated
Technologies
Salesforce Service Cloud, JIRA, SQL
Responsibilities
Lead audits of post-QC and dispute-related complaint cases, Drive calibration and documentation improvements across the quality review process, Provide expert guidance on complex or high-risk cases, Analyze complaint trends and queue health to surface risks, Contribute to pre-closure QC reviews, Partner with Compliance, Legal, and Operations teams
Seniority
Senior, hands-on IC