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Quality & Performance Analyst

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Date: Oct 19, 2021

Location: Noida, UP, IN

Company: NTT DATA Services

Job Description:

Position where the individual facilitates quality management system in specific teams under detailed supervision. Performs periodic quality audits, quality controls. Runs quality reports. Facilitate conduct of internal process audits. In call centers, performs side-by-sides, and monitoring agent calls, with attention to technical/functional excellence. Provides on- going, on-the-floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels. Collates and publishes metrics data related to quality management system for specific teams.

Responsibilities:
Facilitates conduct of internal contact audits of Service Desk agents.

Ensures findings are logged and tracked to closure.

Provides feedback to the agent on performance.
Generates status dashboard and ensures correctness.
Conducts final inspections of simple project.
Makes amendments to tools, templates, and dashboards.
Generates status dashboard and ensures correctness.

May perform tools testing.


Qualifications:
1-3 years of relevant experience or equivalent combination of education and work experience.
Language Requirements: Advanced skill level in English.
Basic understanding of relevant operational process area (infrastructure services and business process services).

Understanding of industry standards of customer service
Basic Knowledge of Audit process.