NTT DATA seeks a dedicated Quality Analyst to enhance customer interactions. This role is pivotal in ensuring adherence to quality and compliance standards, providing crucial insights to elevate customer experience and sales effectiveness.

Join a global organization committed to your growth and well-being. At NTT DATA, your contributions are valued, fostering an environment where you can thrive and make a significant impact. We offer comprehensive benefits and opportunities for career advancement.

Monitor customer interactions, including calls and transactions, against established quality scorecards. Ensure evaluations encompass compliance, customer experience, and sales competencies, maintaining high accuracy and consistency.

Conduct random and representative sampling of interactions according to governance guidelines. Manage workload to meet sampling targets and adhere to Service Level Agreements (SLAs).

Deliver detailed and actionable feedback through evaluation forms to support team leaders and coaches. Identify recurring issues affecting performance and quality.

Prepare and present quality reports and dashboards. Analyze trends to pinpoint areas for improvement and provide data-driven insights to leadership.

Participate in calibration sessions to align with client expectations and scoring standards. Prepare data for these discussions.

A minimum of 5 years of experience in Quality Assurance (QA), a call center environment, or sales is required.

Possess strong analytical thinking and meticulous attention to detail. Excellent written and verbal communication skills are essential.

Demonstrate a solid understanding of sales processes, compliance regulations, and customer experience best practices. The ability to multitask effectively and manage repetitive tasks is crucial.

Strong decision-making and judgment capabilities are necessary for this role.