Complaints Investigation Specialist (H/F) | Tunis

As a key operational layer in our customer satisfaction, quality assurance, and regulatory compliance framework, our group is committed to maintaining the highest standards of operational integrity and service excellence. To strengthen our quality management and customer resolution teams, we are seeking our: COMPLAINTS INVESTIGATION SPECIALIST Reporting to the Quality & Customer Satisfaction Manager, you will serve as the primary subject matter expert responsible for handling end-to-end technical and operational complaint investigations. You will delve deep into complex customer issues, conduct thorough root-cause analyses, and collaborate cross-functionally to ensure swift, compliant, and permanent resolutions. In this critical investigative and analytical role, you will end-to-end manage, investigate, and resolve complex customer complaints in strict compliance with internal quality procedures, corporate policies, and industry regulatory standards. You will systematically gather evidence, interview relevant technical departments, cross-examine operational logs, and analyze data to establish definitive root causes for product or service failures. Operating with high analytical rigor, you will draft comprehensive, technical investigation reports, track corrective and preventive actions (CAPA), and accurately log all findings into dedicated database systems. Working in close alignment with Quality, Operations, Product Engineering, and Legal teams, you will identify high-risk or escalatable grievances early, present objective findings to leadership, and communicate technical resolutions clearly and empathetically to international clients and key internal stakeholders.