Root Cause Specialist
Posted on Dec 8, 2018 by Spring Technology
Root Cause Specialist - City of London- Perm - £34k - £39k Per Annum.
An experienced Root Cause Specialist is required by a Financial Services company, based in the City of London.
This position will support the Complaints Strategy by reducing Customer complaints and dissatisfaction by Root Cause Analysis (RCA) of complaints and other areas where poor quality is identified. To achieve this you will demonstrate an investigatory mind-set with a talent for analysing, often complex issues, processes and data from interconnecting themes. You will focus on understanding and analysing problems, working collaboratively with colleagues across the business, to investigate issues and communicate themes back.
*Identify and understand the underlying issues of complaints and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
*Conduct RCA on varying degrees of complex data sets and themes, using multi-level analysis to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
*Drive through improvements recommended as a result of RCA, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience
*Log all issues, from a variety of sources into a central database with quantification of severity for prioritisation in Issue Management and Change meetings.
*Production of Management and Business Intelligence, both quantitative and qualitative, using various software platforms. Report and present findings, actions and resolutions to Senior Management, Partners and Stakeholders.
*Experience in collating information and data, and delivering insight into with actionable plans to deliver change, improvements, efficiencies and benefits.
*Strong verbal and written communication skills
*Excellent Presentation Skills
*Analytical and problem solving skills
*Proactive and persuasive Champion for change
Benefits for this position include:-
Up to 20% performance related bonus
Generous annual leave
Plus much more!
If you are interested in this role, please apply now for immediate consideration.
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