Opportunity Description
We are currently seeking a Helpdesk Senior Associate to join our team in Guadalajara, Jalisco, Mexico.
Company: NTT DATA Services
About NTT DATA Services: NTT DATA Services is a integral business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85% of the Fortune 100.
Responsibilities
- Facilitates the quality management system in specific teams under supervision.
- Performs periodic quality audits and quality controls.
- Runs quality reports and provides insights with analytical data.
- Monitors agent calls in Service Desks working in a hybrid / return-to-office model, focusing on customer experience and technical/functional excellence.
- Provides floor support and facilitates the development of agents’ technical knowledge and customer...
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