The job profile for this position is Quality Review and Audit Analyst, which is a Band 2 Senior Contributor Career Track Role.
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting recent talent to our open positions. If you think the open position you see is right for you, we encourage you to apply
Our people make all the difference in our success.
Do you have a passion for resolving concerns for customers? Do you want to be engaged in continually improving our customers’ journey to deliver a 5 star experience? Then we’re looking for you to join our global, dynamic team.
As a Complaint Handlers, you will responsible for investigating complaints and using the insights gained from your analysis to drive improvements in our business. With an empathetic nature, you will take ownership of the customer’s concerns to ensure these are fully resolved in line with regulatory requirements.



You will work collaboratively as a team as well as partner with our key stakeholders to share insights and suggest improvements.
What you’ll do:
Accurately log and acknowledge complaints within agreed timelines
Take ownership of complaint investigations to identify the root cause
Support your colleagues on complaints and other defined tasks to achieve internal and external targets
Conduct detailed, thorough and qualitative root cause analysis to provide meaningful insights, leading to corrective actions and process improvements
Maximise insights gained on the member journey from customer outreaches performed, with a view to learning from and improving customer experience
Partner and work collaboratively with relevant departments and key stakeholders to achieve quick and accurate resolution
Highlight key trends to management along with suggested improvement opportunities, sharing best practices to align our processes effectively
Support customers to make sure their concerns are addressed and

📌 Quality Review and Audit Analyst (India)
🏢 The Cigna Group
📍 India