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Quality & Performance Analyst at NTT DATA

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

26 Feb, 26

Salary

0.0

Posted On

28 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Audits, Customer Interaction Skills, Technical Knowledge, Training Programs, Performance Improvement, Analytical Skills, Audit Process, ITIL Concepts, Incident Management, Request Management, Stakeholder Coordination, Dashboard Generation, Tools Testing, Remediation Implementation, Quality Control, Service Desk Operations

Industry

IT Services and IT Consulting

Description

Audit transactions between Service Desk agents and End Users seeking technical assistance. Performs periodic quality audits, quality controls. Provides on- going, on-the-floor support and facilitates development of agents' technical knowledge and customer interaction skills through conducting of targeted training/ educative programs and activities, continually raising the bar for quality and service levels. Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form. Ensures findings are logged and tracked to closure. Coordinates with stakeholders such as the Service Desk Operations team, training etc. and provides inputs derived from audit results for agent and account performance improvement. Provides feedback to the agent periodically on performance and tracks progress. Generates status dashboard and ensures correctness on tools such as MS Excel/ Other. May perform ad-hoc tasks and activities for projects initiated by stakeholders. Identify gaps in Quality of work delivered and implement/ recommend remediation. Makes amendments to tools, templates, and dashboards. Generates status dashboard and ensures correctness. May perform tools testing. 2-3 years of relevant experience or equivalent combination of education and work experience. Basic understanding of Infrastructure Services business process. Understanding of industry standards of customer service. Basic Knowledge of Audit process and possess analytical skills to utilize results. Understanding of ITIL concepts of Incident and Request management.

Responsibilities

Audit transactions between Service Desk agents and End Users seeking technical assistance. Conduct periodic quality audits and provide ongoing support to enhance agents' technical knowledge and customer interaction skills.