Quality Assurance Specialist

Req ID: 327827 

NTT DATA 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 Assurance Specialist to join our team in Chicago, Illinois (US-IL), United States (US).

***This is a hybrid role (remote and onsite)

Serve as a Quality Assurance Service Specialist for the Utility Billing and Customer Service Department. Assist Contact Center Management with developing and conducting Quality Assurance processes and programs including those pertaining to Quality Monitoring evaluations and Customer Satisfaction Surveys. Assist in coordinating the implementation of Quality scorecards. Evaluate customer service interactions to ensure they meet the established quality criteria. Perform all other assigned duties in accordance with Utility Billing and Customer Service as well as NTT DATA policies and procedures and all state and federal regulations.

• Assist in developing and coordinating the launch of  Quality Assurance related scorecards.
• Assist in monitoring, evaluating and scoring customer service interactions including those pertaining to customer phone calls, emails and special projects from the Client.
• Provide qualitative and quantitative feedback on compliance, customer service skills and transactional accuracy to Leadership and staff.
• Proactively identify trends based on monitoring and provide feedback to Management based on findings.
• Assist in coordinating the use of and functions with all key QA/QM technologies.
• Participate in calibration sessions to better understand our process and assist in aligning our evaluations forms.
• Assist in the development of a Quality Assurance function that thrives on feedback from three vital sources –
1. Transactional Monitoring
2. Customer Satisfaction Surveys
3. Client Feedback and SLA’s

Required: 

• Minimum of one year experience in BPO-Application Support-Compliance
• Minimum of one year related experience in a customer service and/or call center environment dealing directly with the public.

Highly Preferred:

•  Minimum of one year of experience in a customer service call center environment dealing direct with the public.
• Minimum of one year experience working in a quality assurance related role is preferred.
• Excellent written communication skills including proficiency in typing business correspondence via email.
• Effective keyboarding and computer skills with the ability to type 50 wpm.
   

Education: 

• High school diploma or GED required.
• Continuous vocational training, college coursework or a college degree preferred Serve as the first point of contact for customers seeking first level technical assistance over the phone or email.

Remote Technology and System Requirements

To work remote, individuals must meet all of the established Remote Worksite Requirements including those pertaining to Technology.

In General:

• Individuals must provide and use their own wired headset at all times.
• Individuals must provide their own internet access and use a wired connection.

Internet:

• Internet speeds should be at or above 50 Mbps.
• A hardwired ethernet connection is required. WiFi connections are not appropriate as are connections outside of one’s personal dwelling or location.
• Google Chrome or Microsoft Edge browsers should be accessible.

Remote Workspace Requirements:

• Individuals must reside in the greater Chicagoland area.
• The individual should have a dedicated workspace that is conducive to servicing Utility Billing customers as they would if located in the Client space. The workspace should be a dedicated location where they can work unencumbered daily.
• The individual should be able to complete all tasks and/or service their customers with minimal distractions and that will not interfere with the normal course of business or work.
• Ideally, the remote workspace will be dedicated for the sole purpose of performing the duties of the job and isolated from other people who might share the same physical space.
• People, pets and noises in the background should be able to be kept to an absolute minimum and not disrupt the work performed or delivery of customer service.
• The remote worksite should be at the same location each day. If there must be a change to the remote work location, it must meet all of the Remote Technology, System and Remote Workspace Requirements AND the individual must notify NTT DATA Management when they are aware of the change.
• The remote worksite should not be located outside of the standard geographical working radius that has been approved for the remote role and/or the project.

The preferred location for this role is in our Client’s office in downtown Chicago. This role can be remote if the candidate meets all of the following requirements, although remote assignments can end based on the needs of the Client. If the remote assignment ends, the individual would be required to work in downtown Chicago.

Candidates for this position will be required to adhere to NTT DATA’s and its clients’ COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role is $25k to $45k. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.