Job Description:

Position where the individual facilitates quality management system in specific teams under detailed supervision. Performs periodic quality audits, quality controls. Runs quality reports. Facilitate conduct of internal process audits. In call centers, performs side-by-sides, and monitoring agent calls, with attention to technical/functional excellence. Provides on- going, on-the-floor support and development of agents' technical knowledge, continually raising the bar for quality and service levels. Collates and publishes metrics data related to quality management system for specific teams.

Facilitates conduct of internal contact audits of Service Desk agents.

Ensures findings are logged and tracked to closure.

Provides feedback to the agent on performance.
Generates status dashboard and ensures correctness.
Conducts final inspections of simple project.
Makes amendments to tools, templates, and dashboards.
Generates status dashboard and ensures correctness.

May perform tools testing.

1-3 years of relevant experience or equivalent combination of education and work experience.
Language Requirements: Advanced skill level in English.
Basic understanding of relevant operational process area (infrastructure services and business process services).

Understanding of industry standards of customer service
Basic Knowledge of Audit process.


Careers at NTT DATA

Innovation is at the heart of what we do. Innovation that makes an impact and improves business performance. Innovation that improves our clients’ bottom line.

We are always on the lookout for talented innovators to join us - especially for people who can use their creativity to drive value for our clients worldwide. Discover more career opportunities that can help you make the most of your skills.


We are one of the largest global IT services company with operations in more than 40 countries. We offer an advanced portfolio of application, business process, cloud, and infrastructure services to businesses and governments worldwide.

Our roots cross continents and cultures, dating back five decades. We’ve grown organically and decisively by acquiring some of the best IT services providers across the globe. This pedigree yields a characteristic special to NTT DATA: the opportunity of a global brand with the creative energy of a start-up.

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