Quality & Performance Analyst

NTT DATA BUSINESS SOLUTIONS; Dadri; Hybrid; INR 300,000 - 600,000; Full time

Job summary

NTT DATA in Noida seeks a Service Desk Quality Analyst to join our India team. You will conduct internal audits of Service Desk agents, log findings, and support improvement through data-driven insights.

The role requires advanced English, basic ITIL knowledge, Excel skills, and a hands-on approach to quality management in a hybrid work environment.

Qualifications

• 1–3 years of relevant experience in quality assurance or audit.
• Advanced English skills.
• Basic understanding of ITIL and incident management.
• Good knowledge of Excel for data analysis.
• Understanding of customer service standards.

Responsibilities

• Conduct internal audits of Service Desk agents on predefined criteria.
• Log and track findings to closure.
• Coordinate with Service Desk Operations and training teams for improvements.
• Provide periodic feedback and track progress.
• Generate status dashboards using Excel or similar tools.
• Identify gaps and recommend remediation.
• Assist with tools, templates, and dashboard enhancements.
• Support ad-hoc tasks for stakeholder projects.

Skills

Audit

Analytical skills

Excel

ITIL basics

Customer service

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 companys 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-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.