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Quality Analyst (Call Center)-Remote

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Date: Mar 2, 2021

Location: Baltimore, MD, US

Company: NTT DATA Services

Req ID: 112218 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Quality Analyst (Call Center)-Remote to join our team in Baltimore, Maryland (US-MD), United States (US).

QA Analyst will reivew Agent chat logs for quality identifying areas for process improvement and additional training needs.  


Responsible for:

Review chat logs for resolution quality.
Review generate and review reports against SLAs and Qality metrics.
The position may also support individual service desk accounts in the capacity of a quality auditor and perform all duties of a Service Desk quality auditor if there is a need to do so.
Performs periodic and on demand activities related to Quality creating dashboards and templates for use by quality auditors and management.
Create and maintain through periodic review, process documents and workflows related to quality processes.
Act as a subject matter expert for quality and contributes towards process improvement initiatives.
Deliver requested information to stake holders regarding quality processes and deliver 'on demand' reports.


Required Skills for this role include:

1-3 years of relevant experience or equivalent combination of education and work experience.
Language Requirements: Advanced skill level in English.
Experience in of creation of process documents and work flows.
Should possess strong analytical skills.
Should be a team worker interacting with auditors and stakeholders globally.
Basic Knowledge of Audit process.


Must have ownership of 2017 or newer laptop or desktop with minimum configuration:Windows 10 / macOS 10.xx
Recent edition of MS Office
Email Address
Private internet connection (high speed preferred)
McAfee or similar internet security software


Prior Call Center services support strongly encouraged but not mandatory.
Must have prior experience in supervising teams of five or more resources.
High school diploma, plus advanced studies required (does not need to have completed undergraduate courses but must have graduated high school and be in process with advanced studies).
Clear and concise verbal command of the English language an absolute must.
Basic computer working knowledge, including ability to resolve simple issues associated with device usage (i.e. reboot, internet connections, sending and receiving emails, etc.)
Familiarity with online, data entry

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

Nearest Major Market: Baltimore

Job Segment: Call Center, Consulting, Quality Assurance, Cloud, Business Process, Sales, Technology, Management