NTT DATA strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now!

We are currently seeking a Helpdesk Analyst - Portuguese to join our team.

In this role, you will be responsible for:

Position where the individual facilitates a quality management system in specific teams under supervision. Performs periodic quality audits, quality controls. Runs quality reports and provides insights with analytical data. Performs monitoring of agent calls, with attention to customer experience and technical/functional excellence. Provides ongoing, on-the-floor support and facilitates the development of agents' technical knowledge and customer interaction skills through conducting targeted training/educational programs and activities, continually raising the bar for quality and service levels. Collates and publishes metrics data related to the quality management system for specific teams.

Responsibilities:

• Conducts internal contact audits of Service Desk agents on determined channels on predefined audit criteria and form.
• Ensures findings are logged and tracked to closure.
• Coordinates with stakeholders, including the Service Desk Operations team, to provide inputs derived from audit results for agent and account performance improvement.
• Provides feedback to the agent periodically on performance and tracks progress.
• Generates a status dashboard and ensures correctness using tools such as MS Excel and Others.
• May perform ad-hoc tasks and activities for projects initiated by stakeholders.
• Identify gaps in the Quality of work delivered and implement/ recommend remediation.
• Makes amendments to tools, templates, and dashboards.
• May perform tools testing.

Qualifications:

• 1-3 years of relevant experience or equivalent combination of education and work experience.
• Language Requirements: Advanced Portuguese skills.
• Basic understanding of the Infrastructure Services business process.
• Understanding of industry standards of customer service.
• Basic Knowledge of the Audit process and possess analytical skills to utilize results.
• Understanding of ITIL concepts of Incident and Request management.
• Demonstrated basic Excel skills.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

Whenever possible, we hire locally at NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.