• 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. Collaborate 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.

Please refer to job description.