In todays 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 worlds 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?
The purpose of the role is to understand our customers and how best to serve them, relevant to the
market and current market trends, through training and quality management systems and by implementing best practice methodologies.
Working at NTT
Service delivery
- Ensures provision and achievement of all operational training requirements
- Ensures that all statutory training and reporting requirements are met
- Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
- Establishes facilities standards for training delivery and ensures standards are met
- Establishes and implements all relevant policies and procedures for CX delivery
- Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
- Ensure Training Needs Analysis are conducted following the Merchants methodology
- Defines and develop customized programmes based on the needs they have identified
- Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
- Ensures team members knowledge of the business product, systems & processes is current and relevant
- Observe Facilitation and review Material to ensure delivery to the required standards
- Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
- Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
- Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified areas
- Collaboration and Optimization
- Collaborates with stakeholders to determine training requirements and priorities
- Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
- Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
- Conducts regular calibration sessions to ensure the validity and reliability of results
- Enhance Customer Success quality management system, informed by best practices and in collaboration with BPS
- Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
- Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
- Identifies trends and common challenges, collaborate with peers, and makes recommendations for solutions
- Governance, Compliance and Best Practice
- Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
- Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
- Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service
- Escalations
- Ensures disputes and complaints are effectively investigated, managed and tracked
- Identifies and escalates risks and quality issues to resolve them as efficiently as possible.
- CX Reporting
- Review and analyze customer experience feedback and performance metrics, such as customer satisfaction and NPS, identify training and other improvement opportunities and report on insights and recommendations.
- Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
- Identifies, establishes and conducts reporting and analysis on Business interventions, using methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
- Track progress made in the implementation of recommended and actions.
- People Management
- Leadership
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy
- Selects and places candidates in terms of agreed recruitment and selection process
- Retention
- Develops and empowers people, recognizing and rewarding value-added performance
- Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
- Career Pathing and Succession Planning
- Identifies, manages and develops talent
- Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
Minimum 4 Years CX Experience
Experience of Training environment
Experience of QA environment
Skills
Collaboration (L2)
Oral and Written communication (L2)
Analytical (L2)
Planning and Organization(L3)
Technical Expertise (L3)
Attributes
Influence (L3)
Impact (L3)
What will make you a good fit for the role?
Join our growing global team and accelerate your career with us. Apply today.
A Career At NTT Means
- Being part of a global pioneer where you gain exposure to our Fortune 500 clients and world-leading 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 cutting-edge technology backed with a 150-year heritage of using technology for good. With 40% of the worlds internet traffic running on our network and where Emoji were first invented, you can be proud of the groups many new firsts.
- 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.
