Quality & Performance Analyst-ITIL

NTT DATA North America; Dadri; Hybrid; INR 420,000 - 620,000; Full time

Job summary

NTT DATA is seeking a Quality & Performance Analyst-ITIL in Noida, Uttar Pradesh, India, to join the team. The role focuses on monitoring quality, running audits, and delivering insights through data analysis to raise service levels within hybrid work arrangements.

The candidate will facilitate quality management, train agents, and publish metrics for specific teams, collaborating with Service Desk Operations and training teams to drive improvements.

Qualifications

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Advanced English skills and basic understanding of infrastructure services business processes.
• Understanding of ITIL concepts including Incident and Request management.
• Demonstrated basic Excel skills.

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 to improve agent and account performance.
• Give periodic feedback to agents and track progress.
• Generate status dashboards and ensure correctness in tools such as MS Excel/other.
• Perform ad-hoc tasks for stakeholder-initiated projects.
• Identify gaps in quality and recommend remediation.
• Update tools, templates, and dashboards as needed.
• Possibly perform tools testing.

Skills

Advanced English

Analytical skills

Excel

Tools

MS Excel

Job description

Req ID: 375115

We are currently seeking a Quality & Performance Analyst-ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

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-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.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.