The Service Quality & Improvement Lead is responsible for driving continuous improvement in the quality of services, ensuring that organizational performance meets high standards of excellence. This role focuses on monitoring, evaluating, and enhancing service delivery, implementing best practices, and leading initiatives that improve customer satisfaction, compliance, and operational efficiency. The role requires collaboration with internal teams and stakeholders to embed a culture of continuous improvement across all service areas.
The Role:
Daily Activities:
- Develop, implement, and maintain quality assurance frameworks, standards, and protocols to ensure services meet regulatory and company expectations.
- Gathering and analyzing data from multiple sources and searching for patterns or trends that lead to service improvement opportunities.
- Building a clearer picture of agent-customer interaction goals and streamlining the process to achieve higher customer satisfaction rates.
- Reviewing data based on performance channels on the effectiveness of technical team, colleague impacting services, geographies/countries, and lines of business to develop opportunities for service improvement.
- Identifying patterns utilizing Key Quality Indicators, Escalation & Problems, and direct business feedback for opportunities for improvement.
- Develop and manage KPIs related to service quality, customer satisfaction, and operational efficiency.
- Prepare detailed reports for senior management, providing insights and recommendations for improvement.
- Monitor service feedback (e.g., customer satisfaction surveys, complaints, reviews) and initiate action plans to address service gaps.
- Lead service improvement projects, ensuring they are aligned with strategic goals.
Business Value:
- Enhanced Customer Satisfaction: By analyzing customer feedback, key performance indicators, and implementing improvements and helping ensure that technology consumers receive higher-quality services.
- Operational Efficiency: Through process analysis and improvement, helping to streamline internal processes, reducing waste, errors, inefficiencies while increasing colleague productivity. This leads to cost savings, improved resource utilization, resulting in better services to clients.
- Quality Analysis: Evaluate the quality of products or services through data analysis, customer feedback, and performance metrics. Identify areas for improvement and recommend necessary changes.
- Process Improvement: Collaborate with cross-functional teams to identify process inefficiencies, bottlenecks, and areas of waste. Propose and implement process enhancements to increase efficiency and effectiveness.
- Data Collection and Analysis: Collect and analyze data related to quality and service delivery. Use statistical methods and tools to identify trends, patterns, and opportunities for improvement.
- Quality Metrics Development: Develop and maintain quality performance metrics, key performance indicators (KPIs), and dashboards to track and communicate progress toward quality and service goals.
- Root Cause Analysis: Investigate and identify the root causes of quality issues and service disruptions. Work with teams to implement corrective and preventive actions.
- Customer Feedback Analysis: Analyze customer feedback, complaints, and surveys to identify areas for service improvement. Collaborate with customer support teams to address customer concerns.
- Quality Assurance: Develop and implement quality assurance processes, standards, and procedures to ensure consistent quality in products or services across WTW.
- Service Improvement Initiatives: Participate in service improvement projects and initiatives, collaborating with teams to drive improvements in service delivery, responsiveness, and customer satisfaction.
- Documentation: Maintain accurate documentation of quality processes, improvement initiatives, and related data. Prepare reports and presentations for management and stakeholders.
- Training and Awareness: Provide training and guidance to employees on quality and service improvement methodologies, tools, and best practices.
- As a senior team member, you will be expected to actively support the Service Quality & Experience team and serve as a valuable resource to colleagues outside our team. This includes providing guidance, sharing your expertise and industry best practices. You will foster an inclusive and collaborative environment, encouraging open communication and ensuring that junior members feel empowered to contribute and grow within the team.
The Requirements:
- Bachelor's degree in a related field such as Business, Quality Management, or Process Improvement. A master's degree may be preferred for senior roles.
- Strong experience in quality analysis, process improvement, or related roles.
- Extensive experience using ServiceNow and building reports in ServiceNow.
- Familiarity with quality management principles and methodologies such as Six Sigma, Lean, ITIL, or ISO standards.
- Experience in data analysis, statistical tools, and process mapping.
- Knowledge of customer feedback analysis and improvement strategies.
- Strong analytical and problem-solving skills.
- Proficiency in data analysis tools such as Excel, statistical software, or quality management software.
- Excellent communication and interpersonal skills.
- Project management skills, including the ability to lead improvement projects.
- Attention to detail and the ability to work independently and as part of a team.
- Certification in quality management or process improvement (e.g., Six Sigma Green Belt, Lean, Certified Quality Analyst) is a plus but not always required.
- Strong commitment to quality and service excellence.
- Adaptability and willingness to learn and apply new methodologies and tools.
- A continuous improvement mindset and a passion for driving positive change within the organization.
Equal Opportunity Employer:
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organization. We embrace all types of diversity.
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
