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: 16 hours agoStatus: Live

Job Summary

Evaluate customer interactions across calls and transactions using defined quality scorecards to ensure compliance, customer experience, and sales competency. Manage sampling and governance to meet weekly/monthly targets, maintain monitoring trackers and SLA adherence, and deliver structured feedback that supports coaching. Produce quality reports and dashboards, analyze trends, and participate in calibration sessions to align client expectations. Recommend improvements to QA frameworks and methodologies.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Monitor customer interactions using defined quality scorecards, ensuring coverage of compliance, customer experience, and sales competency.
•Ensure sampled interactions are random and representative; manage work volume to meet sampling targets and maintain monitoring trackers and SLA adherence.
•Provide detailed, actionable feedback through evaluation forms to support balanced coaching and highlight recurring issues.
•Prepare and publish quality reports and dashboards, analyze trends, and provide data-driven insights to leadership.
•Participate in internal and external calibration sessions and recommend enhancements to QA frameworks and methodologies.

Pay and Benefits

Perks:Health InsuranceVisionDentalEmployee AssistanceDisabilityRrspPaid 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

Experience:5+ yearsCall centerSales

Skills:Attention to detailAnalytical thinkingWritten communicationVerbal communicationMultitasking

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