Service Quality Lead

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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

Job Description

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

Knowledge and application:

• Seasoned, experienced professional; has complete knowledge and understanding of area of specialization.
• Uses evaluation, judgment, and interpretation to select right course of action.

Problem solving:

• Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors.
• Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.

Interaction:

• Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion.
• Works with others outside of own area of expertise, with the ability to adapt style to differing audiences and often advises others on difficult matters.

Impact:

• Impacts short to medium term goals through personal effort or influence over team members.

Accountability:

• Accountable for own targets with work reviewed at critical points.
• Work is done independently and is reviewed at critical points.

Additional Job Description

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
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.