Quality Assurance Executive – Complaint Management

• What is Quality Assurance Executive – Complaint Management - MMBL?
  • • Review and audit customer complaints logged in the Complaint Management System (CMS) to ensure completeness, accuracy, and proper categorization.
  • • Ensure all complaints are acknowledged and resolved within defined Turnaround Time (TAT) in line with SBP and internal policies.
  • • Validate complaint resolutions for fairness, correctness, and customer-centricity before closure.
  • • Support handling and quality review of SBP-related complaints, including Sunwai Portal cases.
  • • Ensure regulatory complaints are documented, tracked, and resolved as per SBP guidelines.
  • • Highlight potential regulatory risks, repeat issues, or non-compliance trends to management.
  • • Conduct root cause analysis (RCA) on recurring complaints and systemic issues.
  • • Identify process gaps, control weaknesses,...