About The Role
This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights
As our Astronaut, your missions are:
- Pillar Management & Team Integration: Direct and align three core sub-functions: QA & Training, Customer Insight, and WFM.
- Ensuring data from Insights informs QA rubrics/Training curriculum, while WFM staffing aligns with complaint volume trends.
- Complaint Rate Reduction (Internal CX): Design and execute internal operational initiatives that directly lower contact and complaint rates by optimizing agent workflows, updating knowledge bases, improving First Contact Resolution (FCR), and targeting quality coaching.
- System & Process Redesign (External CX): Partner with cross-functional stakeholders (Product, Tech, Operations, Marketing) to eliminate systemic complaint drivers, resolving upstream product bugs, policy friction, and fulfillment delays.
- Root Cause Analysis (RCA) Governance: Establish structured RCA frameworks (5 Whys, Fishbone, FMEA) using insight analytics and QA escalations to isolate recurring failure points across the end-to-end customer journey.
- Project Management & ROI Tracking: Own the project lifecycle for CX improvement workstreams, defining success metrics (e.g., % reduction in complaint volume, CSAT lift, ticket deflection) and presenting progress to CX leadership.
- Crisis & Escalation Leadership: Lead cross-departmental task forces during major operational disruptions to mitigate customer impact in real time.
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