Quality Transformation
Turning quality into a customer-experience engine
Delivered quality had trended below 80% with little analytical depth. We rebuilt the function on Six Sigma (TMI) and COPC standards, evolved Quality Analysts into customer-experience partners, and made reporting insight-led — what happened, why, and what to do next.
Quality transformation
Results
88%
Quality score, from 78%
+10 pts
In-period gain
100%
Standards compliance
- Quality score up +10 points, from 78% to 88%
- Surpassed client expectations; full standards compliance
- Quality elevated into a strategic driver of CX and performance
toeshee.com/case-study-quality-transformation
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