Senior Executive, Customer Engagement (Call Root Cause Analysis and Quality Assurance)

We are seeking a detail-oriented and analytically strong professional to support the company’s complaints governance and oversight framework across all business units. The role will be responsible for conducting regular quality assurance reviews on complaint handling, performing root cause analysis on complaint trends and process issues, and preparing clear management reports to support timely remediation and continuous improvement.

The incumbent will work closely with business units, complaint-handling teams and compliance to ensure complaint cases are reviewed consistently, root causes are identified and tracked to closure, and complaint metrics and trends are accurately consolidated for management oversight. The role requires strong written communication, sound judgement, and the ability to translate complaint data into actionable insights that improve customer outcomes and strengthen controls.

Key Responsibilities include:

• Conduct regular Quality Assurance (QA) reviews on complaint handling across all business units.
• Review complaint cases for consistency, accuracy, and adherence to internal standards and regulatory expectations.
• Perform Root Cause Analysis (RCA) on recurring complaints and process issues.
• Track remedial actions with business units until closure.
• Maintain clear documentation of QA findings, RCA results, and follow-up actions.
• Prepare regular reports on complaint trends, key issues, remediation progress, and improvement actions.
• Consolidate complaint metrics across channels and business units for management reporting.
• Support improvements to complaint review processes, reporting, and governance.

Requirements

• Possesses a diploma or higher qualification
• 3 to 5 years of experience in QA, compliance, audit, or related roles.
• Good understanding of complaint processes, reporting, and RCA.
• Able to analyse data and prepare clear reports.
• Familiar with regulatory expectations in the insurance industry.