Service Desk Quality & Performance Analyst (Hybrid)

NTT DATA, Inc.; Indianapolis (IN); Hybrid; USD 5.000 - 7.600; Vollzeit

Zusammenfassung

NTT DATA, Inc. in Noida, India, seeks a Quality & Performance Analyst to evaluate service quality and drive improvements within the Service Desk. The role emphasizes audits, metrics, and actionable insights to improve customer experience and technical excellence.

The candidate will conduct audits, generate dashboards, and collaborate with operations and training teams to raise service levels in a hybrid/return-to-office setup.

Qualifikationen

• 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 ITIL concepts of Incident and Request management.
• Demonstrated basic Excel skills.

Aufgaben

• Conducts internal quality audits of Service Desk agents on predefined channels and criteria.
• Ensures findings are logged and tracked to closure.
• Coordinates with stakeholders and provides inputs for agent and account performance improvement.
• Provides feedback to agents on performance and tracks progress.
• Generates status dashboards and verifies tool correctness (e.g., MS Excel).
• May perform ad-hoc tasks and remediation recommendations.
• Identifies gaps in quality of work and suggests improvements.
• Updates tools, templates, and dashboards.

Kenntnisse

Analytical skills

Advanced English

Customer service understanding

Tools

MS Excel

Jobbeschreibung

NTT DATA, Inc. in Noida, India, seeks a Quality & Performance Analyst to evaluate service quality and drive improvements within the Service Desk. The role emphasizes audits, metrics, and actionable insights to improve customer experience and technical excellence.

The candidate will conduct audits, generate dashboards, and collaborate with operations and training teams to raise service levels in a hybrid/return-to-office setup.