Senior Associate Service Quality Specialist

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Associate Service Quality Specialist is a developing subject matter expert, responsible for assessing and evaluating the quality of our products, services, or processes to ensure they meet established standards and customer expectations.

Developing expertise in quality analysis methodologies, together with strong analytical skills, and attention to detail are essential elements required in ensuring the maintenance and enhancement of the organization's commitment to excellence.

Key responsibilities:

• Conducts comprehensive quality analyses and evaluations of products, services, or processes using appropriate quality tools and methodologies.
• Identifies and documents quality issues, defects, or deviations from established standards, and collaborates with relevant teams to investigate root causes.
• Develops and implements corrective and preventive actions to address quality issues and prevent their recurrence.
• Monitors and analyzes quality performance metrics and trends, identifying areas for improvement and opportunities to enhance overall quality
• Provides guidance and support to quality analysts and other team members, ensuring effective execution of quality assurance activities.
• Conducts regular quality audits and assessments to ensure compliance with internal quality standards, industry regulations, and best practices.
• Assists in the development and delivery of quality training programs to promote a culture of quality excellence and continuous improvement.
• Performs any other related task as required.
  
  

To thrive in this role, you need to have:

• Developing knowledge of quality assurance methodologies, tools, and best practices.
• Developing experience in analyzing and improving customer service processes.
• Good analytical and problem-solving skills.
• Developing proficiency in using quality monitoring systems and related technologies.
• Good communication and interpersonal skills.
• Detail-oriented with good organizational and time management skills.
• Continuous improvement mindset and a passion for delivering exceptional service.
  
  

Academic qualifications and certifications:

• Bachelor's degree in Business Management or Operations or a related field.
• Six Sigma Green Belt/ Six Sigma Black belt certification is desirable.
• ISO 9001 Lead auditor certification is desirable.
• Certified Quality Manager certification is optional.
  
  

Required experience:

• Moderate experience as a Quality Analyst or in a similar quality assurance role, preferably in the industry related to the organization's products or services.
• Moderate experience in driving continuous improvement initiatives and implementing corrective and preventive actions.
  
  

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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