Job Title:  Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

Deloitte.

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Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

• Job requisition ID: 101681

• Location: Hyderabad 
• Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Role Overview:  The Quality Analyst – Product Support is responsible for evaluating customer interactions to ensure adherence to defined quality standards, compliance requirements, and behavioral expectations. This role plays a vital part in maintaining service integrity by identifying defects, enforcing Zero Tolerance Policies (ZTP), and driving continuous quality improvement. The QA specialist partners with operations, training, and leadership teams to deliver insights, strengthen coaching efforts, and enhance overall customer experience through accurate audits and actionable feedback.

Key Responsibilities - The Quality Analyst ensures the accuracy and integrity of customer interactions through audits, actionable insights, and enforcement of compliance standards. They serve as a critical link between quality governance and improvement of operational performance.

Quality Monitoring & Audits

• Conduct audits across voice, chat, and email interactions
• Evaluate performance using standardized QA scorecards
• Identify critical and non‑critical defects with accuracy

Compliance & ZTP Enforcement

• Monitor adherence to Zero Tolerance Policy (ZTP)
• Identify critical violations such as data privacy issues or inappropriate behavior
• Trigger immediate actions and follow escalation protocols when required

Coaching & Feedback

• Provide structured, objective, and actionable feedback to agents
• Support Team Leaders in executing coaching plans
• Participate in calibration sessions to ensure scoring consistency

Insights & Reporting

• Analyze quality trends and highlight improvement areas
• Share insights with operations and training teams to strengthen performance
• Contribute to continuous improvement initiatives through reporting and recommendations

Expectations from the Individual

• Maintain high accuracy and consistency in audits
• Ensure timely reporting of critical behaviors and compliance deviations
• Drive quality improvements through data-backed insights

Required Qualifications

• 2–4 years of experience in Quality Assurance roles
• Experience in voice-based customer support environments

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Knowledge of QA frameworks and audit methodologies

• Understanding of compliance and risk standards

Communication Skills

• Strong feedback delivery capability

• Versant B2+ / C1 preferred

Analytical Skills

• Trend analysis and reporting

Behavioral & Cultural Fit

• High attention to detail

• Objectivity and fairness

• Strong integrity and compliance mindset

• Coaching-oriented approach

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.