Quality & Performance Analyst - Service Desk

Req ID: 371957

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 Quality & Performance Analyst - Service Desk to join our team in Noida, Uttar Pradesh (IN-UP), India (IN).

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. 

Business problem to solve:

Audit transactions between Service Desk agents and End Users seeking technical assistance. 

Job Description:

Position where the individual facilitates quality management system in specific teams under supervision. Performs periodic quality audits, quality controls. Runs quality reports and provides insights with analytical data. In Service Desks working in Hybrid/ Return to office model, performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. 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. Collates and publishes metrics data related to quality management system for specific teams. 

Responsibilities:

• 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. 

Qualifications: 1-3 years of relevant experience or equivalent combination of education and work experience.   Language Requirements: Advanced English skills.  
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. 

Demonstrated basic Excel skills. 

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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