Complaint Analytics & Oversight Analyst

Tranzact Holdings, LLC; Raleigh, Northern (NC, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Tranzact Holdings, LLC is seeking an Agent Oversight Analyst to support the analytical work behind the investigation lifecycle, including reviewing and prioritizing complaints, tracking cases against SLAs, and turning data into leadership-ready trends and metrics.

The role emphasizes risk thinking, pattern recognition, and root-cause analysis beyond routine checklists, with responsibilities spanning intake, caseload analysis, reporting, and cross-functional coordination.

Qualifications

• 1+ year in compliance, QA, operations, insurance, healthcare, or related field.
• Ability to analyze data, identify trends, and use sound judgment.
• Strong Excel/Office skills; able to learn new systems quickly.
• Strong written and verbal communication; able to work independently with confidential information.

Responsibilities

• Review, evaluate, and log incoming complaints; classify by type, carrier, and priority.
• Analyze caseload and monitor aging and service-level adherence; flag at-risk cases.
• Build and analyze reports on complaint volume, trends, case aging, and outcomes; maintain dashboards.
• Serve as point of contact for carriers, sales leadership, and investigators on case status and documentation.

Skills

Critical Thinking

Trend Recognition

Data Analysis

Communication

Organizational Skills

Confidential Information Handling

Education

High School Diploma

Tools

Excel

Jira

QuickBase

Smartsheet

Job description

Tranzact Holdings, LLC is seeking an Agent Oversight Analyst to support the analytical work behind the investigation lifecycle, including reviewing and prioritizing complaints, tracking cases against SLAs, and turning data into leadership-ready trends and metrics.

The role emphasizes risk thinking, pattern recognition, and root-cause analysis beyond routine checklists, with responsibilities spanning intake, caseload analysis, reporting, and cross-functional coordination.