Deloitte Hiring for Business Technology Analyst – Quality Assurance Analyst – Hyderabad at Hyderabad, Telangana Full Time

Position Summary

Quality Assurance Analyst– Global Employer Services Technology Center

Deloitte Tax Services India Private Limited (“Deloitte Tax in India”) commenced operations in June 2004. Since then, nearly all of the Deloitte Tax LLP (“Deloitte Tax”) U.S. service lines and regions have obtained support services through Deloitte Tax in India.

We provide support through the tax transformation taking place in the marketplace. We offer a broad range of fully integrated tax services by combining technology and tax technical resources to uncover insights and smarter solutions for navigating an increasingly complex global environment.

We provide opportunities to transform tax operations using contemporary technologies in the market. Individuals work to transform their current state of tax to the next generation of tax functions. Are you ready to take the next step in your career to find new methods and processes to assist clients in improving their tax operations using new technologies? If the answer is “Yes,” come join Global Employer Services Technology Center (GESTC)

Job purpose:
This position will serve as a Quality Assurance (QA) Analyst working work with QA leads responsible for all types of QA tasks within the Deloitte GlobalAdvantage Client Interaction Center (CIC). This position monitors contacts for adherence to defined processes and quality & risk policies. Key responsibilities include contact monitoring and scoring, calibration with QA colleagues, trend analysis to identify improvement opportunities and additional training needs, as well as overall QA reporting.

The successful candidate will have a high level of attention to detail and multi-task in a dynamic environment. Applicants should be able to function in a close team environment and communicate within the team.

Key job responsibilities include the following:
Conduct Quality reviews of CIC contacts

Review and evaluate issues to make assessments and score the interaction based on a pre-determined methodology

Provide coaching feedback to the team members based on Quality review results; strong focus on timely feedback

Track performance of individuals and teams using a data-centric approach

Support the continual enhancement of quality standards and process improvement initiatives

Help to identify common gaps/trends across the team, then provide recommendations on how to close gaps by working with the QA leads

Assist with the enhancement of training curriculums and performance measurement tools

Converts findings and scores into coaching recommendations for performance improvement actions to CIC leads

Works with QA leads on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service

Guide junior team members, especially new hires with questions they may have and identify training requirement

Actively drive process improvements, knowledge sharing, upskilling/cross skilling and work flexibility in a close team environment

Personal Characteristics:
Strong written and verbal communications skills at the business and technical level

Self-starter with solid analytical and problem solving skills

Ability to integrate rapidly with existing friendly team

Good personal organizational skills

Ability to interact with individuals at all levels of the organization and handle potentially delicate team dynamics

Strong commitment to customer service

Ability to embrace change as we transform the suite of applications and operating processes

Calm, polite, and professional behavior

Ability to work flexibly to enable interactions with team members working in various shifts

Education/Background:
BE/BTech

Key skills required

2+ years’ experience in contact center quality monitoring and analytics, and providing feedback to the team member

Experience in Procedure Development and Process Improvement would be useful but not critical

Strong Analytical skills with an ability to draw conclusions from data

Experience with SeviceNow, preferred but not critical

Experience with quality analytics software (call monitoring, performance tracking, reporting), preferred

Experience with Microsoft Office Suite (specifically with Excel), required

Prior experience taking calls / responding to emails in a contact center is a plus!

Experience communicating effectively, both orally and in writing, with co-workers, management team, other departments, including being sensitive to professional ethics

How you’ll grow

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team- based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India.

Deloitte supports your progression through a well-defined career path by providing challenging assignments, mentoring, and targeted trainings. Recent post graduates begin as a consultant. The career path from there is to senior consultant, then manager, senior manager and onto a path to director or partner or principal.

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.

Recruiting tips

Finding the right job and preparing for the recruitment process can be tricky. Check out tips from our Deloitte recruiting professionals to set yourself up for success. Check out recruiting tips from Deloitte recruiters.

Benefits

We believe that to be an undisputed leader in professional services, we should equip you with the resources that can make a positive impact on your well-being journey. Our vision is to create a leadership culture focused on the development and well-being of our people. Here are some of our benefits and programs to support you and your family’s well-being needs. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our people and our culture make Deloitte a place where leaders thrive. Get an inside look at the rich diversity of background, education, and experiences of our people. What impact will you make? Be inspired by the stories of our people.

Professional development

You want to make an impact. And we want you to make it. We can help you do that by providing you the culture, training, resources, and opportunities to help you grow and succeed as a professional. Learn more about our commitment to developing our people.

Requisition code: 62463