NTT DATA is looking for a Quality & Performance Analyst to join our team in Noida, India. This role is crucial for maintaining high service standards by auditing transactions and ensuring quality management systems are effectively implemented within specific teams. The ideal candidate will contribute to enhancing both agent performance and customer experience.

Key responsibilities include conducting internal audits of Service Desk agents, tracking findings to closure, and providing valuable insights to stakeholders for performance improvement. You will also provide regular feedback to agents, generate status dashboards, and identify areas for quality enhancement. Ad-hoc project involvement and tool testing may also be part of the role.

We require 1-3 years of relevant experience, or an equivalent combination of education and work experience. Strong English communication skills are essential, along with a foundational understanding of Infrastructure Services business processes and customer service industry standards. Basic knowledge of audit processes, analytical skills, and familiarity with ITIL concepts (Incident and Request Management) are also necessary. Proficiency in MS Excel is expected.