BPO Customer Care Associate

Role Overview NTT DATA North America is looking for a skilled BPO Customer Care Associate to join its quality monitoring team in Chennai. This role is ideal for professionals with a strong background in call centre operations who are passionate about quality assurance and continuous process improvement. You will play a key part in ensuring that customer interactions meet established quality benchmarks and client specifications. Key Responsibilities - Remotely monitor calls and work items, capturing accurate quality scores for evaluation - Manage work volume to ensure committed sample sizes are achieved on a weekly and monthly basis - Ensure all sampled work represents a truly random and representative selection in line with governance guidelines - Provide detailed written commentary on Quality Assessment Evaluation forms consistent with the quality matrix - Support team leaders and supervisors with balanced feedback and coaching based on quality evaluations - Prepare and present reports on overall quality results using established reporting tools - Ensure all processing standards and client specifications are strictly followed - Keep quality programs updated to reflect the latest processing standards - Update monitoring tracking records daily within agreed service levels - Participate in data preparation and calibration meetings with internal and external partners - Assist with improvement assessments on the overall quality monitoring methodology Required Qualifications - Fluency in English is mandatory; proficiency in French is a key requirement - Minimum 3 to 5 years of experience in a data processing or call centre environment - Strong understanding of contact centre workflows and operational efficiencies - Excellent written and verbal communication skills across all levels of the organisation - Proficient in Windows-based applications including MS Word and MS Excel - Strong organisational, time management, and multitasking abilities - Detail-oriented mindset with sound decision-making and judgement skills Why Join Us NTT DATA North America is a globally recognised IT and business services organisation that values innovation, collaboration, and employee growth. Joining this team means being part of a culture that encourages continuous improvement and rewards solutions-oriented thinking.

- Fluency in English; French language proficiency required - 3 to 5 years of experience in a call centre or data processing environment - Customer service or contact centre experience is an advantage - Strong understanding of department workflows in a fast-paced environment - Excellent written and verbal communication and interpersonal skills - Strong organisational, planning, and multitasking skills - Detail-oriented with good decision-making and judgement abilities - Proficient in MS Word, MS Excel, and other Windows-based software - Self-motivated team player with a positive attitude and passion for continuous improvement - Creative and solutions-oriented thinking approach

- Opportunity to work with a globally recognised IT services organisation - Collaborative and inclusive team culture - Career growth and learning opportunities within a multinational environment