Associate Service Quality Specialist with German Prague, Praha

Associate Service Quality Specialist with German

Job Description
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In todays iNTTerconnected world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worlds most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want 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.
- 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+ years 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 9001 nice to have
Skills Summary
What will make you a good fit for the role?
Workplace type: 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
A career at NTT means:
- 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.
- Being at the forefront of cutting-edge technology - backed with a 150-year heritage of using technology for good. With 40% of the worlds internet traffic running on our network and where Emoji were first invented, you can be proud of the groups many new firsts.
- Making a difference - by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being your best self - in a progressive Connected Working environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to own and develop your career - with a personal and professional development plan and access to the broadest learning offerings in the industry

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