Call Center QA Manager

NTT Data Corporation Quincy , MA 02170

Posted 3 months ago

Req ID: 69641

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a Call Center QA Manager to join our team in Quincy, Massachusetts (US-MA), United States (US).

Roles & Responsibilities of this position:

  • This individual will oversee a quality assurance team with the Provider Call Center. They will manage a small or moderately sized team of QA Analysts and a supervisor.

  • Administers policies and guidelines that directly affect team work activities.

  • Establishes deadlines for completing assignments.

  • Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.

  • Oversees department to ensure goals are met and service levels adhere to established quality standards.

  • Demonstrates highly developed leadership, interpersonal and client relationship skills.

  • Resolves difficult and unique client questions and complaints, through resolution and closure.

  • Provides direction regarding departmental policy and procedures.

  • Provides expertise and guidance on technical or procedural issues.

Required Skills for this role include:

  • 3+ years of call center management experience that includes a staff of 2+ direct reports and indirect staff of 50+ that handled 1000+ inbounds calls/week
  • 3+ years of experience where you were responsible for setting standards and goals that met or exceeded company and client Service Level Agreements (SLAs).
  • 3+ years of experience in a leadership role where you had to interact with external client stakeholders to plan and execute strategic initiatives.
  • 3+ years of demonstrated experience developing and leading process improvement projects that drove operational efficiencies.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the "Company") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

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