Deloitte Contact Center Quality Assurance Manager in Raleigh, North Carolina
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
The Quality Assurance Manager will oversee and manage the day-to-day operations of a virtual Gov't agency contact center from a quality assurance perspective. You will manage assigned QA activities and have responsibility for the QA program. The QA Manager will oversee a team of QA Analyst who perform daily operational oversight of call quality and ensure contractual performance metrics are met. He/She will be responsible for the productivity, quality, and timeliness of all work completed within the Quality Assurance team.
• Excellent customer service skills
• Contact center operations
• Proficient in both oral and written communication to communicate effectively with others and explain complex actions taken regarding customers' service requests
• Strong interpersonal skills and ability to manage teams across multiple locations
• Qualitative and quantitative analytical skills, ability to review and analyze reports, and ability to develop recommendations and implementation plans
• Proficient with call monitoring software
• Proficient with Microsoft Office programs
• Enhanced focus on attention to detail
• Proficient in the management of cross-functional teams with diverse scopes of responsibility
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center 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 matrixed organization where we align various resource groups to deliver and provide high quality services.
4+ years of Contact Center Quality Assurance experience
2+ years QA Management Experience
Intermediate excel skills - comfortable with pivot tables and formulas such as vlookup
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Travel up to 50%
Experience monitoring and documenting Call Center Agent calls
Previous "Big 4" Consulting experience
Comfortable presenting in front of clients and leadership
excellent written and oral communication skills
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.