Corporate Quality Reporting Analyst

Corporate Quality Reporting Analyst
The Corporate Quality Reporting Specialist role helps to execute customer complaint reporting in support of Comerica's Compliance Management framework, including complaints received from Regulators and other external agencies. Under the direction of the Program Governance Manager, the position supports key processes to ensure transparency into the lifecycle of complaints to identify trends and patterns, including risk and performance concerns applicable to Complaint management processes.
Position Responsibilities:
Report Analytics

• Provide reporting services for the enterprise Complaint Management program from a change management, process, and documentation perspective.
• Collaborate to build understanding of existing Complaint trends and conditions and prepare reports that describe potential concerns with products or services offered by various Business Units.
• Development of business processes and operations based on Complaint trend reports.
• Monitor Complaint data submissions and collaborating with Business Units to achieve the resolution of data quality issues.

Strategic Planning

• Present findings and recommendations to clients in the form of written reports, personal briefings, or group presentations. Consult with Business Units, Legal, Fraud Services, Fair and Responsible Banking, HR, Technology, and Corporate Compliance to create a sustainable reporting strategy.
• Influence the department's consulting strategy by supporting a data driven approach.
• Support internal education initiatives related to complaint reporting.
• Under the direction of the Corporate Quality Governance & Reporting Manager, support the development of complaint-related goals in-line with goal planning process.

Professional Development

• Engage in activities (e.g. risk/compliance training, diversity initiatives, cross-functional teams) that increase business acumen and strengthen the engagement model for complaint reporting.
• Proactively provide feedback to department leadership regarding opportunities to improve the unit's quality of service,
• Support special projects that improve the First Line of Defense management of complaints and/or customer service from a reporting perspective.