Quality & Performance Analyst

NTT DATA, Inc.; Dadri; On-site; INR 400,000 - 600,000; Full time

Job summary

NTT DATA, Inc. is looking for a Service Desk Quality Analyst to join their team in Dadri, India. The successful candidate will facilitate quality management systems, conduct audits, and support customer service excellence in a hybrid environment.

The role involves monitoring calls, providing training, and generating performance dashboards. Ideal candidates will possess 1-3 years of experience, strong English skills, and a basic understanding of ITIL concepts.

Qualifications

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Advanced English language skills are necessary.
• Understanding of industry standards for customer service.

Responsibilities

• Conduct internal contact audits of Service Desk agents.
• Ensure findings are logged and tracked.
• Coordinate with stakeholders for performance improvement.

Skills

Advanced English language skills

Analytical skills

Basic knowledge of audit process

Understanding of ITIL concepts

Education

1-3 years of relevant experience

Tools

MS Excel

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 ongoing, 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

• 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 and training to provide inputs derived from audit results for agent and account performance improvement.
• Provide feedback to agents periodically on performance and track progress.
• Generate status dashboards and ensure correctness on tools such as MS Excel or other.
• Perform ad-hoc tasks and activities for projects initiated by stakeholders.
• Identify gaps in the quality of work delivered and implement or recommend remediation.
• Make amendments to tools, templates, and dashboards.
• Perform tools testing when required.

Qualifications

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Advanced English language 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.