Quality & Performance Analyst

NTT DATA North America; Dadri; Ibrido; INR 500.000 - 750.000; Tempo pieno

Descrizione del lavoro

NTT DATA North America, located in Dadri, India, is seeking a quality management facilitator to conduct audits on Service Desk agents. This role emphasizes improving customer experience while ensuring technical excellence, and involves generating reports to enhance operational performance.

The ideal candidate will possess 1-3 years of relevant experience, advanced English skills, and knowledge of customer service standards. The position supports professional development through targeted training and activities.

Competenze

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Understanding of industry standards of customer service.
• Knowledge of ITIL concepts of Incident and Request management.

Mansioni

• Conduct internal contact audits of Service Desk agents using predefined criteria.
• Generate status dashboards ensuring correctness on tools such as MS Excel.
• Provide feedback to agents periodically on their performance.

Conoscenze

Audit process knowledge

Analytical skills

Advanced English

Basic Excel skills

Descrizione del lavoro

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 and runs quality reports providing insights with analytical data. In Service Desks working in Hybrid/Return to office model, performs monitoring of agent calls, focusing on customer experience and technical/functional excellence. Provides on‑going support and facilitates development of agents' technical knowledge and customer interaction skills through targeted training 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

• Conduct internal contact audits of Service Desk agents on determined channels using 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., and provide inputs derived from audit results for agent and account performance improvement.
• Provide feedback to the agent periodically on performance and track progress.
• Generate status dashboards and ensure correctness on tools such as MS Excel or others.
• Perform ad‑hoc tasks and activities for projects initiated by stakeholders.
• Identify gaps in quality of work delivered and recommend remediation.
• Make amendments to tools, templates, and dashboards.
• Perform tools testing.

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 of industry standards of customer service.
• Basic knowledge of audit process and possession of analytical skills to utilize results.
• Understanding of ITIL concepts of Incident and Request management.
• Demonstrated basic Excel skills.