At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
NTT DATA Services currently seeks a Quality Assurance Specialist -- Call Center Operations to join our team in Providence, Rhode Island (US-RI), United States (US).
The Call Center - Quality Assurance Agent contributes to the development of staff and the achievement of team goals by evaluating the quality of selected interactions against department standards for accuracy, efficiency and customer service delivered by our front-line staff. They also support the staff through coaching and subject matter expertise. Helps ensure that quality is always a top priority by providing input to help staff improve performance
Roles & Responsibilities:
* Individuals here have a well-rounded knowledge of the policies and procedures for your work area. * Your work may require discretion and independent judgment for non-routine matters. However, the primary focus of work activity is predominately routine. * You may make policy recommendations to their managers and be an escalation point for less experienced team members. * Participate in the design of call monitoring formats and quality standards * Perform call monitoring for the Commercial and Medicare contact centers and provide trend data to site management team * Perform email and chat monitoring for the Commercial Research team * Perform email and chat monitoring for the Employer Support team * Perform NCQA call monitoring for accuracy and report data to the client * Participate in customer and client listening programs to identify customer needs and expectations. Conduct one on one enhancement and review sessions with each CSR monthly * Coach Customer Service team to successfully deliver WOW experience through exceptional customer service and optimal efficiency * Monitor employee behavior and identify areas of improvement * Use quality monitoring data management system to compile and track performance at team and individual level * Use quality assurance results and work reviews to provide data and actionable information to suggest improvements and enhancements to existing training programs * Participate in designing rewards and recognition programs * Coordinate and facilitate call calibration sessions for call center staff and client * Perform other duties as assigned.
* Ability to communicate (oral/written) effectively to exchange information with our client. * Required schedule availability for this position is Monday-Friday (08:00 am to 04:30 pm). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend's basis business requirement.
1 year of call center experience
1 year of experience with software systems
This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.
About NTT DATA Services
NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.
NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.
NTT DATA, Inc. (the \"Company\") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
Associated topics: agent, agente de servicio al cliente, customer care, internship, product support, rep, representative, system support, telephone, telephone service representative
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.