Senior Quality Assurance Associate Complaints

Overview:

The Senior Quality Assurance Complaint Associate for Credit Operations manages customer complaints related to credit products from intake to resolution. The role ensures timely, fair, and compliant investigations and outcomes, maintains clear communication with customers, escalates complex cases when needed, and helps protect customer trust while reducing regulatory and operational risk.

What you will do:

• Acts as the primary point of contact for credit-related customer complaints and ensures timely logging and acknowledgment
• Conducts thorough investigations by reviewing account activity, documentation, and transaction history
• Coordinates with internal teams to validate findings, identify root causes, and agree on corrective actions
• Provides clear, accurate, and customer-focused written and verbal resolutions
• Ensures all resolutions comply with regulatory requirements, internal policies, and consumer protection standards
• Tracks complaints to ensure timely resolution within agreed SLAs and regulatory timelines
• Analyzes complaint trends to identify recurring issues and recommend process improvements
• Maintains complete, accurate, and audit-ready complaint records
• Supports regulatory reporting, audits, and remediation activities related to complaints

What we are looking for:

• Bachelors degree in business, Finance, Accounting, or a related field (preferred)
• 1–3 years’ experience in credit operations, complaints handling, or customer service within financial services
• Experience in regulated environments is an advantage