BPO Business Support Specialist

Job description

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. It’s our belief in possibility that drives us, but it’s 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. We’re 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 Offer? We’re 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: US–Canada 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 Strong 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 Strong decision-making and judgment skills Eligibility 5+ years in QA / call center / sales environment Sales and customer service experience preferred