Quality Operations Analyst

About the role

The Quality Operations Analyst is responsible for ensuring the quality, consistency, and effectiveness of IT service delivery across first- and second-level support teams. This role focuses on evaluating service interactions, auditing processes, coaching service agents, and driving continuous improvement through customer feedback and operational analysis.

Responsibilities

• Quality Monitoring & Evaluation
• Review and evaluate service desk calls and support tickets created by IT service agents (Level 1 and Level 2).
• Assess adherence to service standards, processes, and quality expectations.
• Auditing & Compliance
• Participate in internal and external audit activities, including ISO 9001-related processes.
• Ensuring compliance with quality standards.
• Support certification efforts and continuous improvement initiatives.
• Training & Development
• Deliver onboarding and ongoing training for new IT service hires.
• Coach service agents on performance improvement, communication, and service quality.
• Provide constructive feedback and detailed explanations during follow-ups with agents.
• Customer Experience & Feedback
• Follow up with customers to gather feedback on IT services.
• Analyze feedback trends to identify areas for improvement and service gaps.
• Reporting & Communication
• Prepare clear, concise reports and findings for upper management.
• Identify trends, risks, and root causes impacting service quality.
• Recommend actionable improvements to leadership.
• Process Improvement
• Identify breakdowns in processes or service delivery.
• Collaborate with management to implement corrective actions and enhance service quality.
• Language & Communication Assessment
• Must have English proficiency (written and verbal) for communication to upper management.
• Qualifications & Skills
• Strong experience in customer service and IT service environments .
• Proven ability to analyze service interactions and provide actionable feedback.
• Experience with quality assurance, auditing, or compliance processes (ISO 9001 experience preferred).
• Excellent written and verbal communication skills in English .
• Ability to present findings clearly to both operational teams and senior leadership.
• Strong coaching and interpersonal skills with a focus on development and performance improvement.
• High attention to detail and strong critical thinking skills.
• Work Environment & Expectations
• Professional, business-formal dress code.
• Role requires strong interpersonal engagement, communication, and leadership presence.
• Involvement in both operational quality management and strategic process improvement.
• Why NTT DATA?

Benefits

Additional Information

Quality Operations Analyst NTT DATA is a team of more than 190,000 diverse professionals, operating in more than 50 countries throughout the world. The sectors where we have activities include: telecommunications, finance, industry, utilities, energy, public administration and health. Our mission? Offer technological solutions, business, strategy, development and maintenance of applications, while being a benchmark in consulting. All thanks to the collaboration between teams, the human quality of our people and the fact that we do not conform to what is established, we always seek innovation that brings us closer to the future. Our essence has led us to the forefront of technology, breaking paradigms and providing solutions that truly respond to the needs of each client. Our talent has led us to be one of the top 6 technology companies in the world. Because #Greattech, needs #GreatPeople, like you NTT DATA is looking for high-achieving team players that are quickly adaptable to new challenges and entrepreneurial ventures. We are looking for a Quality Operations Analys t to work onsite at San Rafael de Escazú, Centro Coorporativo El Cedral, San José Costa Rica .

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at nttdatausa? Share your experience