Quality & Performance Analyst

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.