Job Title :

Complaint Quality Review Team Member (Team Member - Customer Experience

Job Requirements

Proven senior‑level judgment and decision accountability in grievance redressal, with the ability to independently validate the fairness, correctness, and defensibility of complaint resolutions and rejections
Strong customer orientation combined with regulatory rigor, with ownership for ensuring complaint outcomes meet governance and regulatory expectations
Demonstrated capability to perform independent, objective reviews of complaint decisions without reliance on upstream resolution teams
High analytical depth to identify gaps in investigation quality, policy interpretation, reasoning, and documentation, and to drive corrective outcomes
Excellent written communication skills, with accountability for drafting and issuing final complaint disposition responses that are clear, empathetic, balanced, and regulator‑safe
Strong attention to detail and ...