Receive and review grievances/complaints
Check details, classify the case, and confirm it meets grievance criteria.
Research and investigate cases
Gather facts by reviewing documents, records, policies, call logs, and prior case history.
Analyze findings
Identify what happened, why it happened, and whether policies or service standards were followed.
Ensure compliance
Make sure the grievance process follows company rules, legal requirements, and timelines (ex: regulatory standards).
Prepare reports and case documentation
Write clear summaries, findings, and resolutions for internal teams, management, or external agencies.
Recommend resolutions and improvements
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