Associate Service Quality Specialist
3 months ago
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
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:
Academic Qualifications and Certifications:
Required Experience:
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.
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