Deloitte Contact Center QA Analyst in Mechanicsburg, Pennsylvania
Contact Center QA Analyst Solution Analyst - US Delivery Center (Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ)
Are you an experienced, passionate pioneer in technology a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below
The Contact Center practice is part of Deloitte s Customer & Marketing offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. We are a matrix organization where we align various resource groups to deliver and provide high quality services.
What You ll Do:
Must have 1-2 years in a contact or call center environment
Degree not required but preferred
The QA Analyst will help orchestrate the quality assurance program
Follow defined program information, processes, and procedures
Monitor telephone, email and chat contact center interactions to ensure standards are met using established quality assurance forms
Meet with customer service agents along with supervisor personnel to provide feedback on quality monitoring form
Will listen and complete surveys grading agent calls
Will design strategies to improve agent performance
Participate in calibration and coaching sessions
May be required to work weekends, holidays, or off-shift, as necessary
Must live or relocate to the greater Lake Mary, FL, Mechanicsburg, PAor Gilbert, AZ area
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Additional US Delivery Center Requirements
- Should be sharp, proactive, good communicator and able to manage client expectation
How you ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
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Category: Customer Relationship Management
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