QA - About NTT DATA:

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. Its our belief in possibility that drives us, but its our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.

Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. Were committed to building a people-focused environment where you can shine, no matter who you are.

Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.

Being part of a global PIONEER where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA OfferWere glad you asked!

All equipment required for you to be successful in your role

Virtual paid training

Comprehensive benefits package (medical, vision, and dental)

Employee Assistance Program

RRSP program options

Short- and Long-Term Disability options

Rewards and Recognition programs

Internal career advancement opportunities

Work Schedule & Benefits:

Shift Timing: USCanada Shift (Night Shift aligned to North American time zones)

Working Hours: 10 hours per shift (including breaks as per company policy)

Work Mode: 100% Work from Office

Transportation: Company-provided pick-up and drop facility (for night shifts)

Role Summary The Quality Analyst is responsible for evaluating customer interactions,



ensuring adherence to quality and compliance standards, and providing actionable insights to improve customer experience and sales effectiveness.

Key Responsibilities

Quality Monitoring & Evaluation

Monitor customer interactions (calls and transactions) using defined quality scorecards

Ensure evaluation covers compliance, customer experience, and sales competency

Maintain accuracy and consistency in quality scoring

Sampling & Governance

Ensure sampled interactions are random and representative as per defined governance guidelines

Manage work volume to meet weekly/monthly sampling targets

Maintain monitoring trackers and ensure adherence to SLAs

Feedback & Coaching Support

Provide detailed, structured, and actionable feedback through evaluation forms

Support team leaders and coaches in delivering balanced coaching

Highlight recurring issues impacting performance and quality

Reporting & Insights

Prepare and publish quality reports and dashboards

Analyze trends and identify improvement opportunities

Support leadership with data-driven insights

Calibration & Stakeholder Alignment

Participate in internal and external calibration sessions

Ensure alignment with client expectations and scoring standards

Prepare data and insights for calibration discussions

Process Improvement

Recommend enhancements to QA frameworks and methodologies

Ensure quality programs are updated as per latest process changes

Contribute to continuous improvement initiatives

Required Skills

Robust attention to detail and analytical thinking

Excellent written and verbal communication

Strong understanding of sales, compliance, and customer experience

Ability to multitask and manage repetitive tasks efficiently

Solid decision-making and judgment skills

Eligibility

5+ years in QA / call center / sales environment

Sales and customer service experience preferred

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📌 BPO Business Support Specialist (Gurugram)
🏢 NTT DATA Business Solutions
📍 Gurugram