Quality Assurance Analyst
Core
Conducting quality reviews of customer complaint cases to ensure procedures, policies, and regulatory requirements are followed.
Role type
Quality Assurance Analyst (Complaints & Member Advocacy)
Builds
Quality assurance reports, scorecards, and business performance metrics for a financial services organization.
Domain
Financial services / Banking / Insurance / Regulated industries
Deliverable
dashboards & analysis
Required skills
Analytical and investigative abilities, attention to detail, organizational skills, ability to identify trends and root causes, knowledge of regulations and policies
Preferred skills
Experience in financial services, banking, insurance, or regulated industries
Technologies
Support AI
Responsibilities
Conduct quality reviews of customer complaint cases and related handling activities, Assess whether complaints were thoroughly researched and resolved appropriately, Verify that complaint representatives follow established procedures, scripts, policies, and regulatory requirements, Ensure complaints are categorized correctly and documentation is completed accurately, Review customer communications, responses, and supporting research for quality and compliance, Monitor for process defects, trends, inconsistencies, and underlying root causes, Provide findings, observations, and feedback to leadership and stakeholders, Contribute to quality reporting, scorecards, and business performance metrics, Support risk and control initiatives by ensuring operational processes are executed consistently, Partner with team members to identify process improvement opportunities, Participate in calibration sessions, stakeholder meetings, and quality review discussions, Maintain knowledge of applicable regulations, policies, and complaint-handling procedures