DirecciónWant to be a part of our team?
The primary responsibility is to monitor and evaluate the quality and accuracy of Support delivery to ensure improvement of service delivery.
They require a good understanding of the internal processes and procedures in order to accurately monitor the work of others, spotting errors, suggesting improvements and identifying quality issues for their business unit.
Working at NTT
Key Requirements
Perform call evaluations on delivery units by conducting call observations, monitoring and evaluating recorded calls and completing side by side call quality assessments.
Perform quality assessment on the incident resolved and closed. Check if standard procedures are followed.
Identify training needs for delivery units and support with their development and coaching.
Assist in compilation of non-compliance tickets at regular intervals (weekly, monthly and quarterly), e.g. Generic contract tickets.
Assist in compilation of T&M ticket report at regular intervals (monthly and quarterly) to facilitate T&M billing.
Assist in the tracking of knowledge articles creation, update and usage.
Assist in the tracking of new service enablement training attendance.
Monitor the application of and compliance to quality practices and escalate areas of improvement to the relevant stakeholders.
Assist with the investigation of suspected fraud and / or non-compliance cases.
Compile and distribute reports requested by the business unit and ensure that all shared folders are maintained and updated.
Qualifications
Language requirements : Fluency in English and German
Diploma / Higher Diploma in Business Computing / Computer Science
ITIL v3 Foundation
3+ year’s working experience
At least 2 years' quality assessment experience within a large scale technology services and IT service provider environment
Experience in enterprise support services and service delivery environment
Working experience in ISO nice to have
If you are passionate about Quality Assessment and fluent in German, we invite you to join our dynamic team at NTT. Apply now to be a key player in delivering reliable and cutting-edge solutions for our clients.
Skills Summary
What will make you a good fit for the role?
Workplace type : Hybrid Working
Hybrid Working
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
