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Quality & Performance Sr Associate

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Date: Jul 22, 2021

Location: Oklahoma City, OK, US

Company: NTT DATA Services

Req ID: 132443 

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 & Performance Sr Associate to join our team in Oklahoma City, Oklahoma (US-OK), United States (US).

The Quality and Performance Analyst will facilitate quality management systems in specific teams under detailed supervision. This role will perform periodic quality audits, quality controls, run quality reports and facilitate conduct of internal process audits of our service desk agents. In a call center environment, will perform side-by-side shadowing and monitoring agent calls, with particular 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.

 

Additional Responsibilities

  • Collates and publishes metrics data related to quality management system for specific teams
  • Facilitates conduct of internal process audits and ensures findings are logged and tracked to closure
  • May perform tools testing
  • Generates status dashboard and ensures correctness
  • Conducts final inspections of simple project
  • Makes amendments to tools, templates and dashboards


 

Basic Qualifications

  • 1+ year experience in a call center or service desk environment

 

 

Additional Requirements

  • Must be able to obtain a U.S. Government clearance (US Citizenship is a requirement for this clearance)
  • Basic Knowledge of Audit process
  • ITIL Certification or understanding
  • Working knowledge of MS Excel
  • Strong customer service focus
  • Heavy critical thinking and analytical skills
  • Strong communication skills
  • Advanced skill level with the English language
  • Organizational and technology understanding

 

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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: Oklahoma City
Nearest Secondary Market: Oklahoma

Job Segment: Consulting, Technology