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NTT · Quezon City, Philippines

# Customer Care Senior Associate

Quezon City, Philippines Full-time Senior individual contributor 

Listed on NTT’s official careers site. Posted October 28, 2026. Check that it is still open and apply there.
[Apply on NTT’s careers site →](https://careers.nttdata.com/global/en/job/NTT1GLOBAL369001EXTERNALENGLOBAL/Customer-Care-Senior-Associate)

[OpenNash Jobs](https://jobs.opennash.com/) / [NTT](https://jobs.opennash.com/companies/ntt/) / Customer Care Senior Associate

## Job description

"Key Responsibilities
- Team Performance Management
- Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
- Conduct regular performance reviews and provide individualized coaching.
- Ensure the team consistently meets or exceeds SLA targets.
- Manage attendance, scheduling, and adherence to workforce requirements.
- Operational Excellence
- Allocate workload and manage capacity to meet service demand.
- Oversee transaction processing, customer interactions, and escalations.
- Ensure compliance with company policies, financial regulations, and client requirements.
- Drive continuous improvement through root cause analysis and corrective actions.
- Quality & Compliance
- Conduct call/transaction audits and participate in QA calibrations.
- Enforce compliance with financial guidelines such as: o KYC/AML o Data privacy (GDPR, PCI-DSS, local regulations) o Risk mitigation protocols
- Support audit readiness and documentation management.
- Coaching & Development
- Deliver soft skills, product, and process training refreshers.
- Prepare development plans for underperforming agents.
- Mentor high performers to build bench strength (SMEs, future TLs).
- Reporting & Communication
- Prepare daily/weekly/monthly performance reports for leadership.
- Communicate updates, changes, and expectations clearly to the team.
- Relay insights from customers and operations to stakeholders for improvements.
- Stakeholder & Client Management
- Attend operational and client meetings.
- Collaborate with QA, WFM, Training, and Support teams.
- Escalate issues proactively and provide timely resolutions.

### Education & Experience
- Bachelor’s degree preferred (Finance, Business, or related field).
- 2–3+ years of BPO experience, preferably in a financial account.
- 1–2 years of experience in a supervisory or team leader role.

### Skills
- Strong knowledge of financial services processes (banking, credit, payments, insurance, collections).
- Excellent communication and interpersonal skills.
- Analytical ability to interpret metrics and implement improvements.
- Proficiency in MS Office and CRM/financial platforms.
- Coaching skills and leadership presence.

### Behavioral Competencies
- High attention to detail and accuracy."

## At a glance
- Posted by the employer: Oct 28, 2026
- First seen by OpenNash: Oct 26, 2026
- Last checked: Nov 2, 2026
- Listed for: 7 days
- Location: Quezon City, Philippines
- Employment type: Full-time[Apply on NTT’s careers site →](https://careers.nttdata.com/global/en/job/NTT1GLOBAL369001EXTERNALENGLOBAL/Customer-Care-Senior-Associate)

## Hiring at NTT
- Open jobs: 4,016
- New in the last 7 days: After two weekly collections
- Tracked since: Oct 19, 2026

[All NTT jobs](https://jobs.opennash.com/companies/ntt/) · [Weekly hiring report](/reports/hiring/)

## More jobs at NTT

### [Customer Care Associate](https://jobs.opennash.com/companies/ntt/jobs/f95c99897280874e56f2/)

Quezon City, Philippines

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Dates come from the employer where stated; “first seen” and “last checked” are our own observations.

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