Service Quality Specialist

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Service Quality Specialist is a seasoned subject matter expert, responsible for monitoring and assessing the quality-of-service delivery. This role involves evaluating customer interactions, service processes, and operational activities to ensure compliance with quality standards and improve customer satisfaction. The Service Quality Specialist works closely with cross-functional teams to implement quality control measures, identify areas for improvement, and provide recommendations to enhance service quality.

What you'll be doing

Key Responsibilities:

• Conducts comprehensive assessments of service processes and operational activities to identify areas for improvement. Analyze performance data and metrics to assess service quality trends, identify gaps, and recommend corrective actions.
• Ensures adherence to regulatory requirements, industry standards, and company policies. Stay updated with relevant guidelines and regulations and collaborate with teams to implement necessary changes to maintain compliance and improve service quality.
• Collaborates with cross-functional teams, such as customer support, operations, and training, to identify process improvement opportunities. Develop and implement initiatives to enhance service quality, streamline processes, and optimize customer experience.
• Gathers and analyze customer feedback and satisfaction surveys to assess the quality of service provided. Identify patterns, trends, and areas for improvement based on customer insights.
• Provides training and coaching to employees on quality standards, service delivery best practices, and customer-centric behaviors. Foster a culture of continuous improvement and customer-focused mindset across the organization.
• Prepares regular reports on service quality metrics, performance trends, and improvement initiatives. Present findings to management and stakeholders, highlighting areas of success and areas requiring attention.
• Conducts root cause analysis of service quality issues and customer complaints. Identify underlying causes, develop action plans, and collaborate with teams to implement solutions and prevent recurrence.
• Utilizes quality monitoring and feedback systems to capture and track performance data. Ensure accurate and timely documentation of quality assessments, observations, and recommendations.
• Performs any other related task as required.

Knowledge and Attributes:

• Seasoned knowledge of quality assurance methodologies, tools, and best practices.
• Seasoned experience in analyzing and improving customer service processes.
• Excellent analytical and problem-solving skills.
• Seasoned proficiency in using quality monitoring systems and related technologies.
• Excellent communication and interpersonal skills.
• Detail-oriented with excellent organizational and time management skills.
• Continuous improvement mindset and a passion for delivering exceptional service.

Academic Qualifications and Certifications:

• Bachelor's degree in Business Management or Operations or a related field.
• Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
• ISO 9001 Lead auditor certification is desirable.
• Certified Quality Manager certification is optional.

Required Experience:

• Seasoned experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization's products or services.
• Seasoned experience in driving continuous improvement initiatives and implementing corrective and preventive actions.

Workplace type: On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.