Quality Assurance Engineer I - GESTC - QA Process - Hyderabad & Pune

QUALITY ASSURANCE ENGINEER I – Global Employer Services Technology Center (GESTC) - QA

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) Engineer I working with QA leads responsible for all types of QA tasks within the Deloitte GlobalAdvantage GESTC. 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

• 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 process 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

Key skills:

• 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 ServiceNow, 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
• 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

Knowledge of Lean Six Sigma

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