IDFC FIRST Bank is Looking for Regulatory Escalation Officer Full Time

Root Cause Analyst for Complaints-Key Responsibilities:

1. Complaint Investigation: Conduct comprehensive investigations into customer complaints, ensuring all relevant information is gathered and analyzed to determine the root cause(s) of the issue.

2. Root Cause Analysis: Utilize various analytical tools and methodologies to identify the underlying causes of customer complaints, such as process failures, product defects, or service deficiencies etc.

3. Data Collection and Analysis: Collect, organize, and analyze data related to customer complaints, utilizing statistical methods and data visualization techniques to identify trends, patterns, and correlations.

4. Cross-Functional Collaboration: Collaborate with different departments, including customer support, quality assurance, operations, and product development, to gather insights and work collectively towards resolving root causes and preventing future complaints.

5. Process Improvement: Propose process improvements based on root cause analysis findings, aiming to enhance overall customer satisfaction and reduce complaint recurrence.

6. Reporting: Prepare detailed reports summarizing root cause analysis findings, including actionable recommendations and key metrics, to be presented to management and relevant stakeholders.

Qualifications and Skills:

• Proven experience in root cause analysis, complaint management, or a similar role.
• Strong analytical and problem-solving skills, with the ability to think critically and objectively.
• Attention to detail and proficiency in data analysis tools and techniques
• Excellent communication skills, including the ability to convey complex concepts and findings to both technical and non-technical stakeholders.
• Knowledge of quality management principles, such as Lean Six Sigma, is a plus.
• Familiarity with customer relationship management (CRM) systems and complaint management software is advantageous.
• Strong commitment to continuous improvement and customer satisfaction.