US Tech Solutions, Inc.

Compensation

Full Description

Job Title: Offshore Contact Center Quality Audit Consultant Company Overview: US Tech Solutions, Inc. is a leading provider of innovative technology and customer service solutions, dedicated to helping businesses optimize their operations and enhance customer satisfaction. With a global presence and a commitment to excellence, we empower organizations to deliver superior service experiences through cutting-edge technology and expert consulting. Role Overview: As an Offshore Contact Center Quality Audit Consultant, you will play a critical role in evaluating and improving the quality of our offshore customer service operations. Your insights and recommendations will help ensure that all customer interactions align with company standards and contribute to overall service excellence. What You'll Do: - You will conduct thorough quality audits of offshore contact center interactions to assess compliance with company policies and customer service standards. - You will analyze audit data to identify trends, gaps, and opportunities for improvement in service delivery. - You will collaborate with offshore teams to provide feedback and coaching aimed at enhancing agent performance. - You will develop and update quality assurance guidelines and audit tools to reflect evolving business needs. - You will prepare detailed reports and presentations for management to inform strategic decisions. - You will monitor the implementation of quality improvement initiatives and measure their effectiveness. - You will work closely with cross-functional teams to align quality standards with overall business objectives. What You Bring: - Minimum of 5 years of experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of customer service best practices and quality assurance methodologies. - Excellent analytical skills with the ability to interpret data and generate actionable insights. - Proficient in using quality monitoring software and Microsoft Office Suite. - Strong communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work independently and manage multiple priorities in a hybrid work setting. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with CRM systems and customer interaction analytics tools. - Certification in quality management or related fields. - Experience in training or coaching contact center agents. What We Offer: - We offer a competitive contract rate with the potential for extension based on performance. - We offer a flexible hybrid work environment to support work-life balance. - We offer opportunities for professional development and skill enhancement. - We offer a collaborative and inclusive company culture that values innovation. - We offer access to cutting-edge tools and technologies to support your work. Ready to Apply? Please submit your resume and a cover letter detailing your relevant experience to careers@ustechsolutions.com. We look forward to learning how you can contribute to our team.