I would start by identifying patterns through regular quality audits, performance data, and reviewing recurring errors or feedback trends. Once a recurring issue is identified, I would analyse the root cause by reviewing call or ticket samples and, if needed, discussing it with the agents involved to understand any gaps in knowledge, process, or tools. After identifying the root cause, I would address it through targeted coaching sessions, refresher training, or updating job aids and guidelines to ensure clarity. I would also share feedback with the wider team to prevent similar issues from happening again. Finally, I would monitor the results closely through follow-up audits and performance tracking to ensure the corrective actions were effective and the issue does not reoccur.