Epicareer Might not Working Properly
Learn More

Complaint Analysis Manager

$ 9,000 - $ 13,000 / month

Checking job availability...

Original
Simplified

Job Responsibilities:

· Collate, analyse, interpret and present complaint data systematically and comprehensively to identify key trends and patterns.

· Perform root cause investigations, analysis, as well as, recommendations for corrective and/or preventive action.

· Transform analysis outcomes into actionable insights by identifying opportunities to make systemic improvements through process enhancement and/or re-engineering.

· Collaborate with stakeholders from relevant Departments and Business Units to champion and gain buy-in to process enhancement initiatives/projects.

· Participate in inter-departmental cross-functional projects.

· Establish, develop and lead a team of complaint analysts.

Job Requirements:

· Minimum 5 years’ prior experience and proven track record in the area of complaint management; analysis, quality assurance and customer experience.

· Experience in a regulated industry will be an added advantage.

· Strong analytical and problem-solving skills, with a demonstrated ability to identify, analyze, and resolve complex issues.

· Excellent communication both written and oral. Confidently articulates information in a concise manner and effectively facilitates discussions.

· Strong interpersonal skills to build relationships both within Customer Service and with cross-functional partners.

· Experience in process improvement methodologies such as Lean, Six Sigma, or similar is a plus.

· Ability to perform job function with minimal supervision and work independently, taking initiative to put forward recommendations, where appropriate.