Collections Quality Analyst (Complaints Handling)

Job Title: Complaint Handling Specialist

Department: Collections Department

Reporting Line: Collections - Training and Quality Manager

Key Responsibilities

• Receive and manage customer complaints, ensuring prompt and effective resolution in accordance with company standards.
• Engage directly with customers to gain a clear understanding of their concerns and provide professional, customer‑centric solutions.
• Handle escalated and high‑priority complaints, ensuring timely resolution and feedback within defined service‑level agreements.
• Analyze complaint trends and data to identify root causes and recommend process improvements aimed at enhancing the overall customer experience.
• Prepare comprehensive complaint handling reports and present key insights and recommendations to senior management.
• Support the department in accomplishing other relevant tasks as required.