NTT

3 months ago

BPO Business Support Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Evaluate and monitor customer interactions to ensure compliance, customer experience quality, and sales competency. Use defined quality scorecards, maintain accurate sampling and governance trackers, and meet weekly/monthly sampling targets. Provide actionable feedback and support coaching, publish quality reports and dashboards, and analyze trends to drive improvements. Participate in calibration sessions to align scoring with client expectations and update QA frameworks as processes change.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Monitor customer interactions (calls and transactions) using defined quality scorecards.
•Ensure evaluation covers compliance, customer experience, and sales competency; maintain scoring accuracy and consistency.
•Manage sampling and governance: keep sampled interactions random/representative and meet weekly/monthly targets; adhere to SLAs.
•Provide detailed, structured, actionable feedback through evaluation forms and support coaching with team leaders.
•Prepare quality reports and dashboards, analyze trends, participate in calibration sessions, and recommend process improvements to QA frameworks.

Pay and Benefits

Perks:Health InsuranceVisionDentalEmployee AssistanceLong-term DisabilityPaid Training

Key Requirements

•5+ years in QA / call center / sales environment.
•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.

Skills:Attention to detailAnalytical thinkingCommunicationMultitaskingDecision-making

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT