Complaints Analyst – AL TAYER GROUP LLC
Job Description
As a Complaints Analyst you be responsible for reducing complaints ratio by ensuring all call center system categorization is validated on a daily basis and preparing a comprehensive root cause analysis report to be able to pass on necessary feedback to all involved stakeholders. Ensure reviewing current gaps in processes and proposing necessary suggestions based on complaints validation to improve customer experience.
Responsibilities
· Validate and analyze daily interactions and customer complaints received across all touchpoints including call center channels, social media & google reviews. · Prepare a comprehensive root cause analysis report for complaints on a weekly basis with possible suggestions for improvement. · Ensure accurately identifying problems/gaps and accurately sharing them with the relevant stakeholders and support with innovative solutions · Ensure customers’ feedback is accurately defined and represented through complaints management reports. · Propose essential required improvements on customers’ related processes to enhance online customer experience. · Report incorrect category usage to relevant supervisors/quality team and ensure training team members on failures. · Suggest new updates required on categories to reflect customers’ feedback. · Provide and create required documents to train the call center on proper case management. · Analyze complaints raised with the resolution team and ensure suggestions for improvement is being passed to the supervisor. · Communicating complaints trends to relevant stakeholders identifying their impact based on contact center data. · Utilize data analysis methods to identify high-priority issues, and urgent complaints including any potential risks on brands’ image. · Managing ministry escalations and providing weekly reports to management based on closure. · Maintaining accurate records of complaints, investigations, and resolutions is vital for tracking trends and identifying recurring issues.