Quality & Performance Analyst
- NTT Global Delivery
- 1 to 3 Yrs
- Noida, Gurugram
- 4 years ago
- Email to a friend
- Report this job
Job Description
Req ID:149961
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 Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).
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.
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. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EE*******r@nt****a.com for assistance.
Job Segment: Consulting, Technology
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Quality & Performance AnalystContact Details:
Company: NTT Global DeliveryLocation(s): Noida, Gurugram
Similar positions
NTT Global Delivery
NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. As a division of NTT DATA Corporation, a top 10 global IT services and consulting provider, we wrap deep industr...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in