Join NTT DATA as a Service Desk Quality Analyst in Noida, India, and contribute to our commitment to excellence. This role is pivotal in ensuring the highest quality of service delivery by auditing transactions between Service Desk agents and end-users.

As an integral part of our quality management system, you will conduct audits, analyze performance data, and provide actionable insights. Your work will directly impact agent development and the overall customer experience, helping us maintain our competitive edge and foster a bright future for both NTT DATA and its employees.

Key responsibilities include conducting internal audits of Service Desk agents across various channels, meticulously documenting findings, and tracking them to resolution. You will collaborate with stakeholders, including Service Desk Operations and training teams, to translate audit results into performance improvement initiatives for agents and accounts.

Furthermore, you will provide regular feedback to agents, monitor their progress, and generate accurate status dashboards using tools like MS Excel. Identifying quality gaps and recommending remediation strategies, along with updating relevant tools and templates, are also crucial aspects of this role. Occasional ad-hoc tasks and project activities may be assigned to support departmental initiatives.

We are seeking candidates with 1-3 years of relevant experience, or an equivalent combination of education and work experience. Essential qualifications include advanced English communication skills and a foundational understanding of Infrastructure Services business processes.

Candidates should possess knowledge of industry standards for customer service, a basic grasp of audit processes, and strong analytical skills. Familiarity with ITIL concepts for Incident and Request Management, coupled with demonstrated basic proficiency in MS Excel, is required. An understanding of the hybrid/return-to-office model for Service Desks is also beneficial.