Quality Assurance Analyst Job in Hyderabad at Deloitte
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Performing daily Mobility program activities such as order management, Service Desk ticket triaging, resolving Mobility related queries in Service Desk, overall analysts’ liaison between customers’, external carriers and Assistant Management and US Management team to resolve issues.
Analysts must stay current on US and USI Deloitte mobility policies, guidelines, team changes and carrier improvements. Staying current with mobility, also means proactively seek new opportunities and technology that enhance the overall mobility program. Enterprise and consumer mobility/technology awareness is essential to uphold a world-class mobility program. Analyst must strive to establish and support successful customer partnerships that offer contemporary solutions in a timely fashion.
Analyst are also responsible for monitoring US and USI order volumes, escalating Service Desk ticket assignments to analyst, Sr. Analysts and/or Assistant Management as appropriate. Ensure timely and consistent data review, uploads and notifications are happening with the appropriate audit and/or team members. Loop in Sr. Analyst/ Assistant Management on any delays or system glitches as needed.
Effective service delivery for Analyst requires clear documentation to define the customers’ scenario, mobility history, audit activity, Wireless Dashboard input, consideration of the appropriate team resource(s), and include a recommended status of action with timely escalation.
Proactively document mobility policy violations, audit glitches and/or delays. Support and advance the US and USI Wireless Dashboard database. This involves quality change management, refine (internal and external) audits and reporting, quality assurance management, understanding the life-cycle of mobility equipment to improve inventory controls, improve carrier reporting, timely database testing and adhoc projects.
Formally document, revise and/or create new US and USI mobility processes/recognize trends that mitigate risk of service level deficiencies.
Need to have good communication skills in both speaking, writing, problem solving abilities and techniques to apply them. Must have quality to analyze complex data, escalation types and provide solutions.
Be a strong team player, innovative in automating processes in order to grow the value of existing audits and procedures.
Bachelor’s Degree preferred or 2 to 5 years of related experience with technology support, Quality, and project management. Demonstrated accomplishments in the following areas: thought leadership (includes internal innovation/creativity and outside eminence), operational excellence; experience with social media technologies, relationship management, client service delivery, and risk management.
Very strong self-starter with excellent customer service skills.
Ability to be work in an environment that requires daily flexibility to change processes and procedures to meet team goals and responsibilities.
Ability to present ideas and business recommendations to National Mobility Leadership. Strong interpersonal, communication, and negotiation skills. Strong team building skills.
Daily relations and communication will be with all levels of internal and vendor contacts. Daily work and communication strongly depends on team building skills.
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