"BPO Transaction Quality Assurance Senior Analyst" at NTT DATA

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Monitoring, Evaluation, Feedback, Coaching, Continuous Improvement, Reporting, ITIL Processes, Incident Management, Service Desk Operations, Ticketing Tools, Troubleshooting, Customer Service, Detail-oriented, Process-driven, Objective Evaluation, Communication Skills

Industry

IT Services and IT Consulting

Description

Quality Monitoring & Evaluation Monitor and evaluate L1 Helpdesk calls, chats, and ticket responses for accuracy, professionalism, and compliance with processes. Review incident and service request tickets for correct categorization, documentation quality, troubleshooting accuracy, and SLA adherence. Score interactions based on defined QA parameters and share weekly/monthly quality reports. Identify error trends and recurring issues in support processes. Feedback & Coaching Provide detailed, constructive feedback to agents on ticket quality and customer interactions. Conduct calibration sessions with Team Leads and Managers to ensure consistency in quality evaluation. Assist in coaching team members to improve technical skills, communication, and service etiquette. Ensure L1 agents follow ITIL-based processes such as Incident and Request Management. Validate compliance with SOPs, service desk workflows, and organizational policies. Recommend updates to SOPs and knowledge base articles as process gaps are identified. Continuous Improvement Analyze quality data to identify opportunities for training and service improvements. Work with Team Leads and management to design improvement plans for agents with recurring errors. Assist in improving customer satisfaction through quality checks, root-cause analysis, and corrective measures. Reporting Prepare and present quality dashboards and performance insights. Track agent-wise and team-wise quality trends and highlight risk areas. Participate in periodic audits and quality assurance reviews. ________________________________________ Required Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). 1-3 years of experience in L1 Helpdesk/Service Desk; prior QA experience preferred. Strong understanding of ticketing tools (ServiceNow, JIRA, etc.). Knowledge of ITIL processes, incident management, and service desk operations. Ability to work under pressure with tight deadlines Work Timings: General business: Mon - Fri, 7 am - 7 pm CST FSS business: Mon - Fri, 7 am - 7 pm & Sat - Sun, 7 am - 4 pm CST Experience in QA frameworks or service desk quality programs. Exposure to remote support tools and basic troubleshooting processes. ________________________________________ Key Attributes Detail-oriented and process-driven Strong customer-service mindset Objective, fair, and consistent in evaluations

Responsibilities

Monitor and evaluate L1 Helpdesk interactions for quality and compliance, providing feedback and coaching to improve performance. Analyze quality data to identify training opportunities and assist in enhancing customer satisfaction.