Quality And Performance Analyst

NTT DATA, Inc.; Dadri; Hybrid; INR 350,000 - 550,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NTT DATA, Inc. is seeking a Quality Auditor for Service Desk operations in a hybrid work environment in India. You will perform periodic quality audits, generate insights from data, and support agent training to improve customer experience and service levels.

Responsibilities include conducting internal contact audits, logging findings, creating status dashboards in Excel, and collaborating with operations and training teams to drive performance improvements.

Qualifications

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Advanced English skills.
• Basic understanding of Infrastructure Services business process.

Responsibilities

• Conduct internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form.
• Ensure findings are logged and tracked to closure.
• Coordinate with stakeholders such as the Service Desk Operations team, training etc. for improvement.
• Provide feedback to the agent periodically on performance and tracks progress.
• Generate status dashboard and ensure correctness on tools such as MS Excel/Other.
• May perform ad-hoc tasks for projects initiated by stakeholders.
• Identify gaps in Quality of work and implement remediation.
• Make amendments to tools, templates, and dashboards.
• Generate status dashboard and ensure correctness.

Skills

Quality auditing

Analytical

Advanced English

ITIL knowledge

Excel skills

Tools

MS Excel

Job description

Role & responsi

Business problem to solve:

Audit transactions between Service Desk agents and End Users seeking technical assistance.

Job Description:

Position where the individual facilitates quality management system in specific teams under supervision. Performs periodic quality audits, quality controls. Runs quality reports and provides insights with analytical data. In Service Desks working in Hybrid/ Return to office model, performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels. Collates and publishes metrics data related to quality management system for specific teams.

Responsibilities:

• Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form.
• Ensures findings are logged and tracked to closure.
• Coordinates with stakeholders such as the Service Desk Operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement.
• Provides feedback to the agent periodically on performance and tracks progress.
• Generates status dashboard and ensures correctness on tools such as MS Excel/ Other.
• May perform ad-hoc tasks and activities for projects initiated by stakeholders.
• Identify gaps in Quality of work delivered and implement/ recommend remediation.
• Makes amendments to tools, templates, and dashboards.
• Generates status dashboard and ensures correctness.
• May perform tools testing.

Qualifications:

1-3 years of relevant experience or equivalent combination of education and work experience. Language Requirements: Advanced English skills. Basic understanding of Infrastructure Services business process.

Understanding of industry standards of customer service.

Basic Knowledge of Audit process and possess analytical skills to utilize results.

Understanding of ITIL concepts of Incident and Request management.

Demonstrated basic Excel skills.bilities