Service Quality Specialist

4 weeks ago

mumbai, India NTT DATA Full time

Job Description

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.


Want to be a part of our team?

The Service Quality Specialist is responsible for monitoring and assessing the quality of service delivery within NTT Ltd. This role involves evaluating customer interactions, service processes, and operational activities to ensure compliance with quality standards and improve customer satisfaction. The Service Quality Specialist works closely with cross-functional teams to implement quality control measures, identify areas for improvement, and provide recommendations to enhance service quality

Working at NTT

Key Roles and Responsibilities:

Conducts comprehensive assessments of service processes and operational activities to identify areas for improvement. Analyze performance data and metrics to assess service quality trends, identify gaps, and recommend corrective actions. Ensures adherence to regulatory requirements, industry standards, and company policies. Stay updated with relevant guidelines and regulations, and collaborate with teams to implement necessary changes to maintain compliance and improve service quality. Collaborates with cross-functional teams, such as customer support, operations, and training, to identify process improvement opportunities. Develop and implement initiatives to enhance service quality, streamline processes, and optimize customer experience Gathers and analyze customer feedback and satisfaction surveys to assess the quality of service provided. Identify patterns, trends, and areas for improvement based on customer insights Provides training and coaching to employees on quality standards, service delivery best practices, and customer-centric behaviours. Foster a culture of continuous improvement and customer-focused mindset across the organisation. Prepares regular reports on service quality metrics, performance trends, and improvement initiatives. Present findings to management and stakeholders, highlighting areas of success and areas requiring attention Conducts root cause analysis of service quality issues and customer complaints. Identify underlying causes, develop action plans, and collaborate with teams to implement solutions and prevent recurrence Utilizes quality monitoring and feedback systems to capture and track performance data. Ensure accurate and timely documentation of quality assessments, observations, and recommendations


Knowledge, Skills and Attributes:

Strong understanding of quality assurance methodologies and tools. Excellent analytical and problem-solving skills. Knowledge of customer service principles and practices. Proficient in using quality monitoring and feedback systems. Strong communication and interpersonal skills. Detail-oriented with excellent organisational skills. Ability to work collaboratively in a team environment. Continuous improvement mindset and a passion for delivering exceptional service


Academic Qualifications and Certifications:

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


Required Experience:

Seasoned experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organisation's products or services Seasoned 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:

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category


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.

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