Job Description
Role description
To identify investigate and resolve the underlying causes of business process failures customer complaints or operational inefficiencies The role ensures that corrective and preventive actions are implemented to improve performance reduce risk and enhance customer satisfaction
Key Responsibilities
Conduct thorough root cause investigations using structured methodologies e g 5 Whys Fishbone Ishikawa Fault Tree Analysis
Collaborate with cross functional teams to gather data validate findings and implement corrective actions
Document findings in clear concise RCA reports with actionable recommendations
Monitor the effectiveness of implemented solutions and track recurring issues
Support continuous improvement initiatives by identifying systemic issues and trends
Present RCA findings to stakeholders including senior management with clarity and impact
Maintain RCA logs dashboards and knowledge bases to support organizational learning
Skill Profile
Technical domain Skills
Proficiency in RCA tools and techniques e g 5 Whys Pareto Analysis FMEA Fishbone diagrams
Strong analytical and problem solving skills
Experience with data analysis tools Excel Power BI SQL or similar
Storytelling and documentation skills
Telecom OSS BSS stack understanding BT prior experience with some product or system knowledge will be preferrable
Soft Skills
Critical thinking and attention to detail
Strong communication and presentation skills
Ability to influence and collaborate across departments
Stakeholder management and facilitation
