Service Quality Lead

**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 Service Quality Lead is responsible for leading the deployment of the quality initiative of service delivery within NTT Luxembourg. This role involves evaluating customer interactions, company processes, and operational activities to ensure compliance with quality standards and improve customer satisfaction. He/she works closely with all company departments to implement quality control measures, identify areas for improvement, and provide recommendations to enhance service quality.

**What you'll be doing**

Key Roles and Responsibilities:

- Introduce and maintain comprehensive assessments of company processes and operational activities to identify areas for improvement. Analyze performance data and metrics to assess service quality trends, identify gaps, and recommend corrective actions.
- Ensures adherence to regulatory requirements, industry standards, and company policies. Stay updated with relevant guidelines and regulations, and collaborate with teams to implement necessary changes to maintain compliance and improve service quality.
- Collaborates with GTM, Sales, Finance and HR to identify process improvement opportunities. Develop and implement initiatives to enhance service quality, streamline processes, and optimize customer experience
- Gathers and analyze customer feedback and satisfaction surveys to assess the quality of service provided. Identify patterns, trends, and areas for improvement based on customer insights
- Provides training and coaching to employees on quality standards, service delivery best practices, and customer-centric behaviours. Foster a culture of continuous improvement and customer-focused mindset across the organization.
- Develop and maintain regular reports on service quality metrics, performance trends, and improvement initiatives. Present findings to management and stakeholders, highlighting areas of success and areas requiring attention
- Conducts root cause analysis of service quality issues and customer complaints. Identify underlying causes, develop action plans, and collaborate with teams to implement solutions and prevent recurrence

Utilizes quality monitoring and feedback systems to capture and track performance data. Ensure accurate and timely documentation of quality assessments, observations, and recommendations

Knowledge, Skills and Attributes:

- Strong understanding of quality assurance methodologies and tools.
- Excellent analytical and problem-solving skills.
- Knowledge of customer service principles and practices.
- Proficient in using quality monitoring and feedback systems.
- Strong communication and interpersonal skills.
- Detail-oriented with excellent organisational skills.
- Ability to work collaboratively in a team environment.

Continuous improvement mindset and a passion for delivering exceptional service

Required Experience:

- Seasoned experience on quality assurance, preferably in the industry related to the organisation's products or services
- Seasoned experience in driving continuous improvement initiatives and implementing corrective and preventive actions

**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.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer