Quality And Performance Analyst

NTT DATA North America; Dadri; Hybrid; INR 550,000 - 850,000; Full time

Job summary

NTT DATA North America is seeking a Service Desk Quality Analyst to join our India Noida location. The role focuses on enforcing quality management within Service Desk teams, performing audits, and driving improvements in customer experience and technical excellence.

You will monitor agent performance, provide targeted training, and publish quality metrics. Hybrid/return-to-office work model is supported, with ongoing on-floor support and development of agents' knowledge.

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.
• Understanding ITIL concepts of Incident and Request management.

Responsibilities

• Conduct internal quality audits of Service Desk agents on defined channels and audit criteria.
• Log and track findings to closure.
• Provide inputs from audit results for agent and account performance improvement.
• Give periodic feedback to agents on performance and progress.
• Generate status dashboards and ensure correctness in tools such as MS Excel.
• Assist with ad-hoc tasks and projects as needed by stakeholders.
• Identify gaps in quality and implement remediation.

Skills

Advanced English

Analytical skills

Tools

MS Excel

Job description

Job Description:

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks a Service Desk Quality Analyst to join our team in India (Noida Location).

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- hock 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.

Requirements: