Cx Team Leader - Johannesburg, South Africa - NTT Ltd.

NTT Ltd.

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Plans, designs, develops and performs quality assessments on data elements and structures to document and evaluate integrity, completeness, quality, and appropriateness of formats, records, and structures.

Configures, operates, and develops manual and/or automated methods, processes, and procedures to test output or input based on data compliance, quality, and use requirements as established by-product management, client specifications, and governance programs.

Performs regular and ad hoc reviews, audits, and investigations of data activity and integrity; prepares reports and summaries of findings.

Produces and updates guidelines and documentation of test development processes, procedures, and standards.

Working at NTT

KEY PERFORMANCE AREAS
People Management

Coaches a team of Quality Analysts to ensure their evaluation and analytical activities meet the required standards
Ensures the team is adequately resourced to handle the workload and manages workflow appropriately in order to ensure that targets are met
Communicates information in a timely, accurate and easy to understand manner to all team members
Ensures that all Human Resources policies are observed
Leads by example living the values of Merchants
Creates an environment that fosters team work and cooperation amongst team members
Continually strives to upskill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Ensures biannual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Quality Management

Manages the process of contact evaluation and analysis
Implements the necessary quality controls including regular calibrations and audits to ensure the accuracy of data being produced
Ensures that quality measures being utilised by the team are aligned to the desired customer experience
Regularly evaluates and analyses contacts to ensure there is alignment to the overall objectives of the Business Unit/s
Develops and delivers reports to meet the Business Unit's requirements and standard reporting requirements within Quality Support Services

What will make you a good fit for the role?

A career at NTT means:

Being part of a
global pioneer where you gain exposure to our Fortune 500 clients and worldleading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of
cuttingedge technology backed with a 150year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.

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Making a difference - by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being
your best self in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to
own and develop your career with a personal and professional development plan and access to the broadest learning offerings in the industry.