Service Quality Specialist

Want to be a part of our team?The Service Quality Specialist is responsible for monitoring and assessing the quality of service delivery within NTT Ltd. This role involves evaluating customer interactions, service processes, and operational activities to ensure compliance with quality standards and improve customer satisfaction. The Service Quality Specialist works closely with cross-functional teams to implement quality control measures, identify areas for improvement, and provide recommendations to enhance service quality

Working at NTT

Key Roles and Responsibilities:

Conducts comprehensive assessments of service processes and operational activities to identify areas for improvement. Analyze performance data and metrics to assess service quality trends, identify gaps, and recommend corrective actions.

Ensures adherence to regulatory requirements, industry standards, and company policies. Stay updated with relevant guidelines and regulations, and collaborate with teams to implement necessary changes to maintain compliance and improve service quality.

Collaborates with cross-functional teams, such as customer support, operations, and training, to identify process improvement opportunities. Develop and implement initiatives to enhance service quality, streamline processes, and optimize customer experience

Gathers and analyze customer feedback and satisfaction surveys to assess the quality of service provided. Identify patterns, trends, and areas for improvement based on customer insights

Provides training and coaching to employees on quality standards, service delivery best practices, and customer-centric behaviours. Foster a culture of continuous improvement and customer-focused mindset across the organisation.

Prepares regular reports on service quality metrics, performance trends, and improvement initiatives. Present findings to management and stakeholders, highlighting areas of success and areas requiring attention

Conducts root cause analysis of service quality issues and customer complaints. Identify underlying causes, develop action plans, and collaborate with teams to implement solutions and prevent recurrence

Utilizes quality monitoring and feedback systems to capture and track performance data. Ensure accurate and timely documentation of quality assessments, observations, and recommendations

Knowledge, Skills and Attributes:

Strong understanding of quality assurance methodologies and tools.

Excellent analytical and problem-solving skills.

Knowledge of customer service principles and practices.

Proficient in using quality monitoring and feedback systems.

Strong communication and interpersonal skills.

Detail-oriented with excellent organisational skills.

Ability to work collaboratively in a team environment.

Continuous improvement mindset and a passion for delivering exceptional service

Academic Qualifications and Certifications:

Bachelor's degree in a relevant field

Six Sigma yellow belt

Quality control tools

ITIL foundation

Required Experience:

Seasoned experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organisation's products or services

Seasoned experience in driving continuous improvement initiatives and implementing corrective and preventive actions

Skills SummaryData Analysis, Data Reporting, Process Improvements, Quality Management Systems (QMS), Regulatory Compliance Management, Risk Management

Workplace type: On-site 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

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