Senior Complaints Analyst

Lead audits of post-QC and dispute-related complaint cases, confirming that required updates, final determinations, and customer communications are completed accurately and on time

Improve calibration processes, scorecards, and documentation standards across quality review to ensure consistent complaint outcomes

Act as a subject-matter expert on complex or high-risk cases, supporting peer learning, onboarding, and the ongoing development of QC analysts

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

Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints in line with the QC rubric

5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a track record of independently conducting complex root-cause analysis and quality assessments

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

Demonstrated ability to use data to identify complaint trends, prioritize risks, and turn findings into actionable process improvements

A track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, backed by clear, structured written and verbal communication

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

Responsible use of generative AI, maintaining human oversight to produce business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality