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Senior Associate Service Quality Specialist

4 months ago

Bengaluru, Karnataka, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

As a Senior Associate Service Quality Specialist, you will be responsible for assessing and evaluating the quality of our products, services, or processes to ensure they meet established standards and customer expectations. Your expertise in quality analysis methodologies, strong analytical skills, and attention to detail will be essential in maintaining and enhancing our organisation's commitment to excellence.

What you'll be doing

Key Roles and Responsibilities:

  • Conduct comprehensive quality analyses and evaluations of products, services, or processes using appropriate quality tools and methodologies.
  • Identify and document quality issues, defects, or deviations from established standards, and collaborate with relevant teams to investigate root causes.
  • Develop and implement corrective and preventive actions to address quality issues and prevent their recurrence.
  • Monitor and analyze quality performance metrics and trends, identifying areas for improvement and opportunities to enhance overall quality
  • Provide guidance and support to quality analysts and other team members, ensuring effective execution of quality assurance activities.
  • Conduct regular quality audits and assessments to ensure compliance with internal quality standards, industry regulations, and best practices.
  • Assist in the development and delivery of quality training programs to promote a culture of quality excellence and continuous improvement.
  • Conduct remedial training when necessary


Knowledge, Skills and Attributes:

  • Good analytical and problem-solving skills, with the ability to analyze data, identify trends, and provide actionable insights.
  • Knowledge of quality analysis methodologies, such as root cause analysis, process mapping, and statistical analysis.
  • Familiarity with customer service principles, best practices, and quality management frameworks.
  • Good communication and interpersonal skills, with the ability to effectively communicate findings and recommendations to stakeholders at all levels.
  • Proficiency in using customer feedback and quality management software tools to collect, analyze, and interpret service data.
  • Strong attention to detail and the ability to maintain accuracy while working with large volumes of data.
  • Proficient in using Microsoft Office applications, such as Excel, PowerPoint, and Word.
  • Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines.


Academic Qualifications and Certifications:

  • Bachelor's degree in a relevant field
  • Six Sigma yellow belt
  • Quality control tools
  • ITIL foundation


Required Experience:

  • Moderate experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organisation's products or services
  • Moderate experience in driving continuous improvement initiatives and implementing corrective and preventive actions

Skills Summary

Data Analysis, Data Reporting, Process Improvements, Quality Management Systems (QMS), Regulatory Compliance Management, Risk Management

Workplace type:

Remote Working

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.