Published: 28 November 2022
For quality teams to become more customer-centric, they must develop qualitative skills such as customer empathy, active listening and better communication. By customizing quality roles, quality leaders can learn how to instill qualitative skills in their staff and focus on CX initiatives.
Quality organizations struggle to get their historically engineering-minded teams to begin exhibiting qualitative skills (e.g., active listening, communication with customers, presentation skills, stakeholder management). As the quality organization’s identity evolves and remit expands, quality staff need to display these skills to effectively interact with customers and become customer-centric.
Though quality organizations intend for their staff to develop qualitative skills, the reality is that current role designs only reward technical skills; as a result, there is a disincentive to develop the former.
When quality staff and their managers work together to customize roles based on motivation and interests, this
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