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 issui...