Service Quality Technician

Key Role and Responsibilities:

• Collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes
• Perform administrative and support functions associated with quality control and quality assurance operations
• Work with engineers in the set-up and calibration tasks
• Carry out rework and quality assurance procedures related to operations
• Use programs to collect and evaluate data to assist in assessing and documenting results of quality assurance and control processes
• Complete the agreed target number of quality checks and ensure that related areas of impact are also checked
• Provide feedback to management on performance in terms of quality
• Perform quality assessment on the incident resolved and closed
• Validate through ITSM records to ensure standard procedures are followed, e.g. 3-strike rules
• Assist with the identification of training needs and ensure that this information is communicated to the relevant business owners
• Making recommendations for enhancements to training materials to enhance the overall client experience
• Making recommendations for enhancements to training materials to enhance the overall customer experience
• Monitor the application of and compliance to quality practices within NTT
• Identify process improvements and ensure that these are communicated and suggested to the relevant internal stakeholders
• Assist with ensuring that all individuals are educated on the relevant policies and procedures within the delivery environment
• Contribute to the investigation of suspected fraud and/or non-compliance cases as and when required
• Assist with the preparation and provision of a variety of reports as required by the business unit.
• Maintain the relevant files with the related quality documentation and ensure that all shared folders are maintained and/ or updated with the relevant information
• Attend and report at regular improvement meetings, preventative actions to external and internal quality related concerns
• Utilizes quality monitoring and feedback systems to capture and track performance data. Ensure accurate and timely documentation of quality assessments, observations, and recommendations.
• Ability to work collaboratively in a team environment. Continuous improvement mindset and a passion for delivering exceptional service.
• Ability to work in shift patterns.

Knowledge, skills and attributes:

• Excellent attention to detail
• Display excellent problem-solving and decision-making ability
• Display high levels of integrity and professionalism
• Solid knowledge of products and/or services offered by the company
• Familiar with quality management and assurance systems
• Focused on quality with the ability to multi-task and successfully operate in a fast-paced environment
• Ability to adapt well to change and successfully set and adjust priorities

Academic Qualifications and Certifications:

• Bachelor’s degree
• ITIL v3 Foundation

Experience required:

• Experience in quality assessment experience within a large scale (preferably multi- national) technology services and IT service provider environment
• Experience in enterprise support services and service delivery environment