---
title: Work on a quality control task for a complaint case
description: Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/financial-services-complaint-management/work-fso-quality-control-task.html
release: australia
product: Financial Services Complaint Management
classification: financial-services-complaint-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use, Complaint Management, Common applications, Financial Services Operations \(FSO\)]
---

# Work on a quality control task for a complaint case

Work on a quality control task to review the complaint details and complaint agent's response for the case. You can approve or reject the task based on your review.

## Before you begin

Role required: sn\_bom\_compl.quality\_agent

## About this task

If the complaint case has a potential regulatory impact, a quality control approval is required. The workflow generates a quality control task for the same.

## Procedure

1.  Navigate to **All** > **Financial Services Operations** > **Workspace**.

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).

3.  In the **Lists** tab, under **Quality control tasks**, open the task list.

    -   For your assigned tasks, click **Assigned to me**.
    -   For all quality control tasks, click **All**.
4.  In the list, select which case you want to work on.

    If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting **Assign to me**.

5.  Review the complaint agent's response for the complaint case.

6.  In the **Work notes** field, enter any comments that are related to your findings.

7.  Click **Approve** to approve or **Reject** to reject the response.


## Result

-   If approved, the task moves to the Closed Complete state.
-   If rejected, the task moves to the Rejected state and complaint agent can draft a new response for the case.