Call Center Quality Analyst

Req ID: 22204 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Call Center Quality Analyst to join our team in Lincoln, Nebraska (US-NE), United States (US).



 In these roles, you will be responsible for:

  • Reviewing and auditing telephone interactions between Call Center Representatives and Customers to ensure highest level of customer service is being provided.
  • Measuring employee performance against set quality audit parameters for recorded and/or live calls.
  • Providing audit feedback and recommendations to associates and may aid in coaching process
  • Collaborating with Training & Development team to enhance quality guidelines, policies, and procedures to achieve organizational objectives.
  • Maintaining a thorough understanding of policy, and demonstrate an ability to follow established processes and procedures.

 Required Qualifications for these roles include:

  • 2+ year(s) of experience in a call center role that followed a standard set of processes and required a high standard customer service.
  • 1+ year(s) of experience in a role where performance metrics were utilized to measure and motivate individuals, teams, and departments
  • 1+ year(s) of experience in a role that required you to provide feedback and recommendations to peers
  • 1+ years of experience using a computer with Windows PC applications that required knowledge of Word, Excel and Outlook
  • High School diploma or equivalent


  • Experience in a Quality Assurance role in a call center or the service industry
  • Life Insurance and/or Annuity industry experience
  • Coaching or mentoring experience


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




NTT Data, Inc.
Full time
Lincoln, NE 68501, US