NTT DATA is a global technology company focused on attracting and nurturing top talent. We foster an environment where every individual feels a sense of belonging and believes their contributions are valued. Our commitment to possibility, driven by our people, is at the core of our operations. Experience career growth with continuous learning opportunities, a truly inclusive global network, and the chance to make a significant difference for clients, colleagues, and communities. Join a team where your ideas are welcomed and contribute to our agile approach.

As a Quality Analyst, you will be instrumental in elevating customer interactions by meticulously evaluating calls and transactions against defined quality scorecards. Your role involves ensuring strict adherence to compliance, customer experience, and sales competency standards. You will maintain the integrity of quality scoring through accuracy and consistency. Additionally, you will manage sampling processes to ensure randomness and representation, meet sampling targets, and maintain monitoring trackers while adhering to SLAs. Providing structured feedback, supporting team leaders in coaching, highlighting performance issues, preparing quality reports, analyzing trends, and participating in calibration sessions are key to this position. You will also contribute to process improvement initiatives and QA framework enhancements.

This role requires a minimum of 5 years of experience in Quality Assurance, a call center environment, or a sales-related field. Strong analytical thinking and exceptional attention to detail are essential. Excellent written and verbal communication skills are a must, along with a solid understanding of sales principles, compliance regulations, and customer experience best practices. The ability to multitask effectively and manage repetitive tasks with efficiency is crucial. Sound decision-making and judgment capabilities are also required. Sales and customer service experience are considered advantageous.