Make an impact with NTT DATA
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Your day at NTT DATA
The Associate Service Quality Specialist is an entry level subject matter expert, responsible for learning the skills to assess and evaluate quality of service delivery processes and customer interactions.
Developing expertise in analyzing customer feedback, strong attention to detail, and ability to drive process improvements are essential elements required in ensuring the enhancement and maintenance of the organization's commitment to excellence.
What You'll Be Doing
Key Responsibilities:
- Monitors and analyzes service delivery metrics and customer feedback to assess the quality of service provided.
- Conducts detailed analysis of service processes, identifying areas for improvement and recommending process enhancements to enhance service quality and efficiency.
- Collaborates with cross-functional teams, including customer service, operations, and process improvement, to drive the implementation of quality initiatives and best practices.
- Performs root cause analysis on service issues and customer complaints and develops corrective action plans to address identified issues.
- Develops and maintains quality standards and guidelines for service delivery, ensuring alignment with customer expectations and industry best practices.
- Conducts regular quality audits and assessments to evaluate compliance with service quality standards and regulatory requirements.
- Provides training and guidance to service teams on quality standards, procedures, and customer service best practices.
- Performs any other related task as required.
Knowledge and Attributes:
- Knowledge of quality assurance methodologies, tools, and best practices.
- Some experience in analyzing and improving customer service processes.
- Displays good analytical and problem-solving skills.
- Some proficiency in using quality monitoring systems and related technologies.
- Good communication and interpersonal skills.
- Detail-oriented with good organizational and time management skills.
- Displays a continuous improvement mindset and a passion for delivering exceptional service.
Academic Qualifications and Certifications:
- Bachelor's degree in Business Management or Operations or a related field.
- Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
- ISO 9001 Lead auditor certification is desirable.
- Certified Quality Manager certification is optional.
Required Experience:
- Entry level experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization's products or services.
- Entry level experience in driving continuous improvement initiatives and implementing corrective and preventive actions.
Workplace type:
Hybrid Working
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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
