Service Quality Technician

3 weeks ago

Bengaluru, India NTT Ltd. 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.

**Want to be a part of our team?**

Performs functions associated with quality control and quality assurance operations, including working with engineers in set-up and calibration tasks and carrying out rework and quality assurance procedures related to production or operations. Uses sophisticated programs to collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes. Determines and may assist in developing methods and procedures for quality assurance and control. Works with engineers in conducting experiments.

**Working at NTT**The primary responsibility of the Service Quality Technician is to monitor and evaluate the quality and accuracy of services provided by the company to ensure improvement of service delivery.

**Key Role and Responsibilities**:

- Collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes
- Perform administrative and support functions associated with quality control and quality assurance operations
- Work with engineers in the set-up and calibration tasks
- Carry out rework and quality assurance procedures related to operations
- Use programs to collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes
- Complete the agreed target number of quality checks and ensure that related areas of impact are also checked
- Provide feedback to management on performance in terms of quality
- Perform quality assessment on the incident resolved and closed
- Validate through ITSM records to ensure standard procedures are followed, e.g. 3-strike rules
- Assist with the identification of training needs and ensure that this information is communicated to the relevant business owners
- Making recommendations for enhancements to training materials to enhance the overall client experience
- Making recommendations for enhancements to training materials to enhance the overall customer experience
- Identify process improvements and ensure that these are communicated and suggested to the relevant internal stakeholders
- Assist with ensuring that all individuals are educated on the relevant policies and procedures within the delivery environment
- Contribute to the investigation of suspected fraud and/or non-compliance cases as and when required
- Assist with the preparation and provision of a variety of reports as required by the business unit.
- Maintain the relevant files with the related quality documentation and ensure that all shared folders are maintained and/ or updated with the relevant information
- Attend and report at regular improvement meetings, preventative actions to external and internal quality related concerns

**Knowledge, skills and attributes**:

- Excellent attention to detail
- Display excellent problem-solving and decision-making ability
- Display high levels of integrity and professionalism
- Solid knowledge of products and/or services offered by the company
- Familiar with quality management and assurance systems
- Focused on quality with the ability to multi-task and successfully operate in a fast-paced environment
- Ability to adapt well to change and successfully set and adjust priorities

**Academic Qualifications and Certifications**:

- Diploma/ Higher Diploma in Business Computing, Information Technology, or Computer Science
- ITIL v3 Foundation

**Experience required**:

- Experience in quality assessment experience within a large scale (preferably multi
- national) technology services and IT service provider environment
- Experience in enterprise support services and service delivery environment
- Working experience in ISO 9001- ID- ID- JP5214**What will make you a good fit for the role?**

**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

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