About this role
Key Result Areas
• Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
• Develop actionable insights and recommendations to address recurring customer pain points.
• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints. • Conduct workshops, brainstorming sessions, and service recovery discussions with key business units. • Leverage data analytics and customer insights to support process change proposals. • Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
• Track the impact of implemented changes, ensuring sustained improvements. • Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions. • Present findings to senior leadership and stakeholders, driving discussions on strategic improvements. • Provide quarterly and monthly updates on complaints reduction initiatives and their impact. • Weekly & monthly reporting of complaints RCA to internal teams, working group & forums. • Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience