We are seeking a highly analytical Quality Management Specialist to drive systematic quality improvements across our customer care operations. This role focuses on identifying and eliminating root causes of quality failures through deep-dive analysis and internal change management initiatives.

Primary Responsibilities:
- Conduct comprehensive root cause analysis on FCR failures, repeat contacts, and DSAT incidents
- Partner with BPO QA teams to identify systemic quality gaps and performance trends
- Drive internal process changes and improvements based on analytical insights
- Develop and implement corrective action plans that prevent issue recurrence
- Monitor and report on quality metrics: FCR rates, reopen rates, repeat contact patterns, and TSAT bottom-box scores
- Lead cross-functional initiatives to address systemic quality issues
- Create data-driven recommendations for operational excellence improvements
- Establish quality frameworks that support “Once and Done” resolution philosophy

Key Performance Indicators:
- Reduction in repeat contact rates
- Improvement in FCR performance
- Decrease in DSAT bottom-one-box scores
- Implementation success rate of recommended changes

Essential Qualifications:
- 2 years experience in quality management, preferably in customer service/contact center environment
- Proven expertise in root cause analysis methodologies (5 Whys, Fishbone, ...)
- Strong analytical skills with proficiency in data analysis tools (Excel, and BI tools)
- Experience working with BPO/outsourced operations
- Track record of driving successful internal change initiatives

Technical Skills:
- Advanced data analysis and statistical interpretation
- Quality management frameworks and methodologies
- CRM and quality management systems experience
- Report creation and data visualization

Core Competencies:
- Systematic problem-solving approach with focus on permanent solutions
- Change management and internal stakeholder influence
- Cross-functional collaboration and project leadership
- Detail-oriented with ability to identify patterns and anomalies
- Strong communication skills for presenting insights to senior leadership

Behavioral Attributes:
- Relentless focus on customer experience improvement
- Ownership mindset for driving results
- Comfortable challenging existing processes and driving change
- Data-driven decision making approach
- Persistence in follow-through until issues are permanently resolved