Solution Analyst

Management Consulting | Customer & Marketing
Same job available in 3 locations

Position Summary


 

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 Team

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:  

Qualifications:

  • 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

  • Should be sharp, proactive, good communicator and able to manage client expectation

Travel up to 20% annually (While 20% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

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.

Requisition code: 43785

SCAM ALERT

Caution against fraudulent job offers!

We have been informed of instances where jobseekers are led to believe of fictitious job opportunities with Deloitte US (“Deloitte”). In one or more such cases, false promises of actual or potential selection, or initiation or completion of the recruitment formalities appear to have been or are being made. Some jobseekers appear to have been asked to pay money to specified bank accounts of individuals or entities as a condition of their selection for a ‘job’ with Deloitte. These individuals or entities are in no way connected with Deloitte and do not represent or otherwise act on behalf of Deloitte.

We would like to clarify that:

  • At Deloitte, ethics and integrity are fundamental and not negotiable.
  • We are against corruption and neither offer bribes nor accept them, nor induce or permit any other party to make or receive bribes on our behalf.
  • We have not authorized any party or person to collect any money from jobseekers in any form whatsoever for promises of getting jobs in Deloitte.
  • We consider candidates on merit and that we provide an equal opportunity to eligible applicants.
  • No one other than designated Deloitte personnel (e.g., a Deloitte recruiter or Deloitte hiring partner) is permitted to extend any job offer from Deloitte.

Anyone who at any time has made or makes any payment to any party in exchange for promises of job or selection for a job with Deloitte or any matter related to this (including those for ‘registration’, ‘verification’ or ‘security deposit’) or otherwise engages with any such person who has made or makes fraudulent promises or offers, does so (or has done so) entirely at their own risk. Deloitte takes no responsibility or liability for any such unauthorized or fraudulent actions or engagements. We encourage jobseekers to exercise caution.