Service Quality and Improvement Lead

The Service Quality and Improvement role 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 is Ipswich based.

The Role

• 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 Values

• Process & Service Improvement: Analyze current business processes and identify areas for enhancement. Develop and implement strategies to streamline operations, reduce inefficiencies, and improve service delivery.
• Data Analysis & Reporting: Utilize data analysis tools to monitor, analyze, and report on key performance indicators (KPIs) related to service quality. Prepare detailed reports and presentations for senior management, providing insights and recommendations based on data analysis.
• Quality Assurance: Develop and implement quality assurance processes, standards, and procedures to ensure consistent quality in services across the organization.
• Root Cause Analysis: Conduct root cause analysis to identify underlying issues affecting service quality. Collaborate with teams to implement corrective and preventive actions.
• Training & Development: Provide training and guidance to employees on quality and service improvement methodologies, tools, and best practices.
• Cross-Functional Collaboration: Work closely with various departments, including customer support, IT, and operations, to identify and implement process improvements.
• Documentation & Compliance: Maintain accurate documentation of quality processes, improvement initiatives, and related data. Ensure compliance with industry regulations and standards.

Qualifications

• 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 working experience in quality analysis, process improvement, or related roles.
• Must have a strong 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.
• Certified as a minimum in ITIL foundation. Certification in quality management or process improvement (e.g., ITIL, 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. We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.