Key Responsibilities:

1. Customer Experience Improvement:

• Analyze customer feedback, surveys, and complaints to identify trends and areas for improvement.
• Develop and implement strategies to enhance the customer experience across all touchpoints.
• Ensure alignment between customer experience initiatives and TQM principles, emphasizing continuous improvement.

1. Process Optimization:

• Work with cross-functional teams to optimize customer-related processes, ensuring quality and efficiency.
• Apply TQM tools such as Six Sigma or Lean to eliminate defects and improve processes.

1. Quality Standards Implementation:

• Ensure that customer service teams follow quality guidelines and standard operating procedures.
• Document control and creating/updating SOPs.
• Collaborate with the TQM team to conduct regular audits and identify areas where service quality may be lacking.

1. Training & Development:
2. Provide staff with training and guidance on customer experience best practices and quality management techniques.

• Develop customer experience improvement programs and ensure teams are equipped to implement them.

1. Data Analysis & Reporting:

• Analyze performance metrics (e.g., customer satisfaction scores, Net Promoter Score) and report findings to senior management.
• Use data-driven insights to recommend changes to improve service quality.

1. Continuous Improvement Initiatives:

• Lead or participate in TQM-driven improvement projects, focusing on enhancing customer satisfaction.
• Stay updated on industry trends in customer experience and quality management, adapting new techniques to improve the customer journey.