Job description
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 onadvising, 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:
Additional US Delivery Center Requirements
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 onadvising, 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
Must live in one of the commutable distan c e : Rosslyn, Los Angeles, Boston, McLean, Orange County, Alexandria, Washington DC, Chicago, Dallas, Houston, Denver, Philadelphia, Minneapolis, Sacramento, Baltimore, San Diego, Atlanta, Austin, Boca Raton, Charlotte, Huntsville, Miami, Milwaukee, New Orleans, Portland, Raleigh, Richmond, Rochester, Orlando, Mechanicsburg, Pittsburgh, Tampa, Kansas City, Cleveland, Cincinnati, Phoenix, Harrisburg, Indianapolis, St. Louis, Tallahassee, Grand Rapids, Tulsa, Louisville, Columbus, Greensboro, San Antonio, Nashville, Dayton, Salt Lake City, Memphis, Jacksonville, Las Vegas, Hermitage, Des Moines, Davenport, San Juan, Birmingham- 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
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