Complaints Analyst Daman Abu Dhabi
Full time @Commercial Bank of Dubai posted 10 months ago Shortlist Email JobJob Detail
-
Job ID 8498
-
Career Level Intermediate
-
Experience Fresh
-
Gender Female|Male
Job Description
At Daman – National Health Insurance Company, a Complaints Management Root Cause Analyst primary responsibility is to conduct in-depth investigations and root cause analyses of customer complaints, ensuring that the underlying issues are identified and resolved effectively. This position will play a crucial role in improving customer satisfaction, product quality, and overall business performance by addressing the core problems leading to complaints. The role requires a keen eye for detail, excellent analytical skills, and the ability to collaborate with cross-functional teams to implement corrective actions.
Key Responsibilities of Complaints Analyst
- Establishing a Root Cause Analysis Unit: This initiative encompasses defining the necessary processes, system requirements, and assembling the dedicated team and managing the root cause analysis team members.
- Complaints Investigation: Thoroughly investigate customer complaints. Collect relevant information, data, and feedback from various sources within the organization.
- Root Cause Analysis: Utilize structured problem-solving methodologies to identify the root causes of customer complaints and underlying issues.
- Data Analysis: Analyze large datasets, customer feedback, and complaint trends to discern patterns and correlations. Contribute to a comprehensive understanding of the issues at hand.
- Collaboration: Work closely with stakeholders from different departments, including customer support, product development, compliance, IT and quality assurance. Gain insights into the processes and systems associated with the complaints.
- Documentation: Maintain accurate and detailed records of complaint investigations, analysis findings, and proposed solutions for future reference and regulatory compliance.
- Corrective Actions: Recommend and develop appropriate corrective and preventive actions to address the root causes and prevent recurrence of similar complaints.
- Process Improvement: Collaborate with teams to enhance processes, products, and services based on identified issues and best practices.
- Report Generation: Prepare clear and concise reports, presenting complaint analysis results, root cause findings, and proposed solutions to management and relevant stakeholders.
- Continuous Monitoring: Implement systems for ongoing monitoring of corrective actions, tracking their effectiveness, and revising approaches if needed.
- Regulatory Compliance: Ensure compliance with relevant industry standards, regulations, and guidelines related to complaints handling and root cause analysis.
Qualifications & Experience
Following are the prerequisites for the role of Complaints Analyst (Root Cause Analyst) at Daman:
- Bachelor’s degree in a related field (e.g., Quality Management, Business, etc.).
- Proven experience in conducting root cause analyses and complaint investigations.
Job Skills
- Strong analytical and problem-solving skills.
- Ability to work with complex data sets and draw actionable insights.
- Excellent communication skills to effectively interact with stakeholders at all levels of the organization.
- Detail-oriented and organized, with the ability to manage multiple projects simultaneously.
- Proficient in data analysis tools and software (e.g., Excel, statistical software).
- Ability to work independently and as part of a team, fostering a collaborative work environment.
Other jobs you may like
-
Technical Documentation Specialist/Graphics Designer NAFFCO Dubai
- @ NAFFCO
- Jebel Ali Free zone، South Area، Jebel Ali Free Zone Street, Dubai, AE