Customer Care Senior Associate

Req ID: 368945

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Customer Care Senior Associate to join our team in Quezon City, Quezon (PH-QUE), Philippines (PH).

Key Responsibilities
1. Team Performance Management
• Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
• Conduct regular performance reviews and provide individualized coaching.
• Ensure the team consistently meets or exceeds SLA targets.
• Manage attendance, scheduling, and adherence to workforce requirements.
2. Operational Excellence
• Allocate workload and manage capacity to meet service demand.
• Oversee transaction processing, customer interactions, and escalations.
• Ensure compliance with company policies, financial regulations, and client requirements.
• Drive continuous improvement through root cause analysis and corrective actions.
3. Quality & Compliance
• Conduct call/transaction audits and participate in QA calibrations.
• Enforce compliance with financial guidelines such as:
o KYC/AML
o Data privacy (GDPR, PCI-DSS, local regulations)
o Risk mitigation protocols
• Support audit readiness and documentation management.
4. Coaching & Development
• Deliver soft skills, product, and process training refreshers.
• Prepare development plans for underperforming agents.
• Mentor high performers to build bench strength (SMEs, future TLs).
5. Reporting & Communication
• Prepare daily/weekly/monthly performance reports for leadership.
• Communicate updates, changes, and expectations clearly to the team.
• Relay insights from customers and operations to stakeholders for improvements.
6. Stakeholder & Client Management
• Attend operational and client meetings.
• Collaborate with QA, WFM, Training, and Support teams.
• Escalate issues proactively and provide timely resolutions.
Qualifications & Requirements
Education & Experience
• Bachelor’s degree preferred (Finance, Business, or related field).
• 2–3+ years of BPO experience, preferably in a financial account.
• 1–2 years of experience in a supervisory or team leader role.
Skills
• Strong knowledge of financial services processes (banking, credit, payments, insurance, collections).
• Excellent communication and interpersonal skills.
• Analytical ability to interpret metrics and implement improvements.
• Proficiency in MS Office and CRM/financial platforms.
• Coaching skills and leadership presence.
Behavioral Competencies
• High attention to detail and accuracy.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

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