Customer Care Senior Associate

NTT DATA, Inc.; Quezon City; On-site; PHP 502,000 - 837,000; Full time

Job summary

NTT DATA in Quezon City is seeking a Customer Care Senior Associate to join our team in the PH-QUE region. You will lead team performance, manage operations and ensure compliance with financial guidelines while driving continuous improvements.

The role requires coaching delivery and active collaboration with QA, WFM, Training, and Support teams. Ideal candidates have 2–3+ years of BPO experience, supervisory exposure, and strong knowledge of financial services processes, with excellent

Qualifications

• Bachelor’s degree in finance, business or a related field.

Responsibilities

• Monitor KPIs (AHT, QA, CSAT) and coach for improvement.
• Ensure SLA targets are met and manage attendance.
• Oversee workload, escalations, and compliance with policies.
• Prepare performance reports for leadership.
• Collaborate with QA, WFM, Training, and Support teams.

Skills

Customer service processes

Communication skills

Analytics & metrics

MS Office

Coaching & leadership

Education

Bachelor’s degree (Finance/Business/related)

Tools

CRM/financial platforms

Job description

Job Description:

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Customer Care Senior Associate to join our team in Quezon City, Quezon (PH-QUE), Philippines (PH).

Key Responsibilities

• Team Performance Management
  • Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
  • Conduct regular performance reviews and provide individualized coaching.
  • Ensure the team consistently meets or exceeds SLA targets.
  • Manage attendance, scheduling, and adherence to workforce requirements.
• Operational Excellence
  • Allocate workload and manage capacity to meet service demand.
  • Oversee transaction processing, customer interactions, and escalations.
  • Ensure compliance with company policies, financial regulations, and client requirements.
  • Drive continuous improvement through root cause analysis and corrective actions.
• Quality & Compliance
  • Conduct call/transaction audits and participate in QA calibrations.
  • Enforce compliance with financial guidelines such as:
    • KYC/AML
    • Data privacy (GDPR, PCI-DSS, local regulations)
    • Risk mitigation protocols
  • Support audit readiness and documentation management.
• Coaching & Development
  • Deliver soft skills, product, and process training refreshers.
  • Prepare development plans for underperforming agents.
  • Mentor high performers to build bench strength (SMEs, future TLs).
• Reporting & Communication
  • Prepare daily/weekly/monthly performance reports for leadership.
  • Communicate updates, changes, and expectations clearly to the team.
  • Relay insights from customers and operations to stakeholders for improvements.
• Stakeholder & Client Management
  • Attend operational and client meetings.
  • Collaborate with QA, WFM, Training, and Support teams.
  • Escalate issues proactively and provide timely resolutions.

Qualifications & Requirements

• Education & Experience
  • Bachelor’s degree preferred (Finance, Business, or related field).
  • 2–3+ years of BPO experience, preferably in a financial account.
  • 1–2 years of experience in a supervisory or team leader role.
• Skills
  • Strong knowledge of financial services processes (banking, credit, payments, insurance, collections).
  • Excellent communication and interpersonal skills.
  • Analytical ability to interpret metrics and implement improvements.
  • Proficiency in MS Office and CRM/financial platforms.
  • Coaching skills and leadership presence.
• Behavioral Competencies
  • High attention to detail and accuracy.

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 worlds 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.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.

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 youd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.