About the role

The Senior Associate Service Quality Specialist at NTT DATA in Bangalore, India, is a developing subject matter expert responsible for assessing and evaluating the quality of products, services, or processes to ensure they meet established standards and customer expectations. Day-to-day work includes conducting comprehensive quality analyses, identifying and documenting quality issues, developing corrective and preventive actions, monitoring performance metrics, providing guidance to quality analysts, conducting audits, and assisting with quality training programs. This is a full-time, hybrid role.

What you’ll do

Conducts comprehensive quality analyses and evaluations of products, services, or processes using appropriate quality tools and methodologies
Identifies and documents quality issues, defects, or deviations from established standards, and collaborates with relevant teams to investigate root causes
Develops and implements corrective and preventive actions to address quality issues and prevent their recurrence
Monitors and analyzes quality performance metrics and trends, identifying areas for improvement and opportunities to enhance overall quality
Provides guidance and support to quality analysts and other team members, ensuring effective execution of quality assurance activities
Conducts regular quality audits and assessments to ensure compliance with internal quality standards, industry regulations, and best practices
Assists in the development and delivery of quality training programs to promote a culture of quality excellence and continuous improvement

What you’ll bring

Bachelor's degree in Business Management or Operations or a related field
Moderate experience as a Quality Analyst or in a similar quality assurance role
Moderate experience in driving continuous improvement initiatives and implementing corrective and preventive actions
Developing knowledge of quality assurance methodologies, tools, and best practices
Developing experience in analyzing and improving customer service processes
Good analytical and problem-solving skills
Developing proficiency in using quality monitoring systems and related technologies
Good communication and interpersonal skills

Nice to have

Six Sigma Green Belt or Six Sigma Black Belt certification is desirable
ISO 9001 Lead auditor certification is desirable
Certified Quality Manager certification is optional

Skills

Quality assurance methodologiesAnalytical and problem-solving skillsQuality monitoring systemsCommunication and interpersonal skillsOrganizational and time management skillsContinuous improvement mindsetCustomer service process analysisQuality audits and compliance

Education

Bachelor's degree in Business Management or Operations or a related field.