Quality & Performance Analyst - German (Hybrid)
Bucharest, B, RO
2 zile în urmă

Req ID : 213374

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Quality & Performance Analyst - German (Hybrid) to join our team in Bucharest, București (RO-B), Romania (RO).

Service Desk Quality Coach (hybrid) - German

Bucharest, Romania

Competitive Salary & Benefits

Role Overview

The Service Desk Quality Coach Works on the architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards / models.

Drives continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve client satisfaction.

Builds and promotes a quality oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs and training.

Role Responsibilities

  • Coaches, motivates and guides team members.
  • Regularly reviews the work of other team members.
  • Identifies opportunities for improvement; recommends possible training opportunities.
  • Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision.
  • Ensures team is meeting or exceeding contractual and service level obligations to customers.
  • Adapts team priorities to respond to customer and business partner needs.
  • Responsible for customer satisfaction through effective handling of customer problems and queries.
  • Ensures proper escalation procedures are followed.
  • Performs role according to standardized policies and procedures.
  • Normally receives little instruction on routine work and general instruction on new assignments.
  • Contributes to own team / closely related teams by ensuring quality and accuracy of team output.
  • Collaborates with others to achieve objectives and ensure information flow.
  • May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.
  • Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.
  • Key Skills

  • Knowledgeable Phone ,request and Email based technical Auditing
  • Previous experience in a Service Desk function
  • Expert knowledge of Service Desk Ticketing tools (HP Service Management, Remedy, Service Now, ITSM).
  • Excellent telephone etiquette skills.
  • Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction.
  • Any combination of experience and training which provides the preferred knowledge, skills, and abilities
  • ITIL V4 Certification is a Plus
  • Ability to work with BI Tools to track performance and design Improvement Plans
  • Fluency in German & English language
  • Benefits

    Our people are the most critical component of our long-term success and their health and wellbeing are our priority.

    You will enjoy a comprehensive, locally competitive benefits package

    Working for a top 5 company in the industry worldwide

    Company culture focused on the employee wellbeing

    Learning & Development platforms

    About NTT DATA Services

    NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

    We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

    NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.

    We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.


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