ANALYST - COMPLAINT MANAGEMENT - (MONITORING, EVALUATION, ACCOUNTABILITY & LEARNING) (KARACHI)

General Purpose:

He/she is responsible for assisting in the development and execution of quality management procedures and systems, specifically focusing on handling and resolving customer complaints. This role involves conducting thorough investigations into reported issues, ensuring compliance with established processes and Standard Operating Procedures (SOPs), and contributing to a quality-driven culture within the organization.

Job Responsibilities and Authorities:

Monitoring & Evaluation

• Conduct investigations into customer complaints.
• Execute targeted activities to address specific complaint management needs.
• Immediately report any significant observations or findings to the line manager.
• Complete follow-up mechanism sheets and share them with the reporting unit for necessary actions.
• Conduct random and special case reviews to measure compliance with complaint resolution protocols.
• Support employees in implementing best practices for resolving customer complaints in accordance with company policies and procedures
• Provide benchmark assessments to inform the organization of its standing regarding customer satisfaction and complaint resolution
• Conduct internal tests to measure and assure adherence to established complaint management standards.
• Ability to provide coaching and feedback to relevant department on complaint resolution reviews and improvement reports.
• Complete complaint case reviews and quality improvement (QI) reports for the department.
• Knowledge of applicable software to infer statistical data related to complaint management.
• Educate staff regarding changes in complaint resolution policies/procedures.
• Establish an effective reporting mechanism within the organization to ensure that all collected, analyzed, and reported data aligns with quality objectives and meets ISO reporting requirements.
• Develop and contribute to the maintenance of a database for the Complaint Management MEAL department.
• Assist the MEAL department in fostering awareness of a quality-driven culture within the organization.
• Carry out all activities related to complaint management.
• Support the organization in the surveillance audit process.
• Any other tasks assigned by the Senior Manager MEAL.

.

Competency Matrix:

Technical Skills

• MS-Office Skills
• Basic knowledge of applicable software to infer statistical data
• Familiarity with the tools, concepts, and methodologies of quality management
• Good knowledge of PC hardware and software
• Proficiency in complaint management systems and processes

Management Skills

• Excellent oral, written, and interpersonal communication skills
• Strong team player with a willingness to learn
• Strong knowledge of customer care processes and techniques
• Provide proactive suggestions on how to improve the MEAL team’s execution against its mission statement.

Key Attribute

• Able to work effectively under pressure
• Dedicated to providing exceptional service in complaint resolution
• Pleasant personality and flexibility to work in shifts on occasions

Qualification: Master’s /Graduation/Diploma in Nursing/LHV

Experience: A background of 2-4 years in Quality Assurance with a preference for experience in handling complaints and conducting investigations.

Training/Courses/Skills (preferable):  Written/Verbal Communication Skills, Computer Skills esp. Microsoft Office Diploma/ MPDS, ProQA and AQUA / Certification in the Quality Management or related fields is preferable.

Age Requirement: Min. 25 years

Domicile: Sindh

Gender: Male / Female

Location: Karachi