Lead Quality Complaints Management

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Job Summary

The QA Complaints Analyst, Lead is responsible for monitoring finalized/approved complaint responses as well as the initial intake and case setup within the Complaints Management System of record to ensure accuracy of the responses and integrity of the data maintained on Complaints Management System. Acts as the final assurance that customer and regulatory concerns were addressed, and verifies complaint data and documentation was entered into the Complaint Management System accurately. The QA Complaints Analyst is responsible for working with other areas of the business involved in the complaint handling process, from an oversight perspective, to ensure proper monitoring & controls are in place and are maintained.

Essential Job Functions

• Quality Assurance - Complaint Responses – Performs quality assurance monitoring on finalized/approved complaint responses to ensure accuracy of the responses and integrity of the data maintained on Complaints Management System. Acts as the final assurance that customer and regulatory concerns were addressed, all previously approved letter verbiage and actions were executed and implemented. Verifies complaint data and documentation is entered into the Complaint Management System accurately. Serves as a resource to other QA Complaints Analyst for complex or difficult Complaints issues.
• Leadership, Coaching, and Training – Serves as a lead and over lower level QA Complaints Analysts and may supervise associates. May be responsible for assigning work, approving time, and leading and coaching associates. Demonstrates leadership through training, providing coaching and feedback to Responders and Coordinators beyond the coaching that occurs through the typical case review process. Leads collaboration meetings, serves as a buddy for new hires, assists peers with questions, and participates in projects and identifying process efficiencies. Manages and leads projects by establishing and meets critical deadlines while prioritize multiple activities and complex projects simultaneously. Negotiates, facilitates, and presents information in an articulate, professional, and digestible manner. Establish and meet critical deadlines while prioritize multiple activities and complex projects simultaneously. Demonstrates leadership by driving projects to meet milestone dates, utilizing critical thinking skills to help analyze business problems and recommending solutions, and collaborating with stakeholders to resolve problems and gaining consensus on the best solution.
• Risk Identification and Documentation - Continuously working to identify the presence of risk as a result of procedural errors or procedural gaps that are responsible for complaint generation or negative impact to customer experience. Ensures key regulatory guidance is incorporated into the Complaints Management Program. Ensures templates, policies, procedures, and practices remain current with emerging risk and new regulatory guidance. Apply knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work
  
  
  

Reports to: Manager or above

Working Conditions/ Physical Requirements: Normal office environment

Direct Reports: Yes

Minimum Qualifications

• Degree Required: Bachelor's Degree or MBA equivalent
• Area of Study: Business, Operations
• Years of Work Experience Required: Eight to ten
• Type / focus of work experience required: Experience in the field of Credit Review / Fraud investigations / Credit Card industry
  
  
  

Preferred Requirements

• Four or more years in Leadership capacity
  
  
  

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial®

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial® (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending and saving solutions to millions of U.S. consumers. Our payment solutions, including Bread Financial general purpose credit cards and savings products, empower our customers and their passions for a better life. Additionally, we deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, jewelry and specialty apparel through our private label and co-brand credit cards and pay-over-time products providing choice and value to our shared customers.

Bread Financial proudly marks 30 years of success in 2026. To learn more about our global associates, our performance and our sustainability progress, visit breadfinancial.com or follow us on Instagram and LinkedIn.

• All job offers are contingent upon successful completion of credit and background checks.
• Bread Financial is an Equal Opportunity Employer.
  
  
  

Job Family

Enterprise Risk

Job Type

Regular