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. 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 customer interactions consistently meet company standards and drive continuous improvement. What You'll Do: - You will conduct thorough quality audits of offshore contact center interactions to assess compliance with company standards. - You will analyze audit results to identify trends, gaps, and opportunities for improvement. - You will collaborate with offshore teams to provide actionable feedback and coaching to enhance performance. - You will develop and update quality assurance guidelines and audit tools to reflect evolving business needs. - You will monitor key performance indicators (KPIs) and prepare detailed reports for management review. - You will support training initiatives by sharing best practices and quality standards. - You will work closely with cross-functional teams to implement quality improvement plans. What You Bring: - Minimum of 5 years of experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of quality audit methodologies and customer service standards. - Excellent analytical skills with the ability to interpret data and generate insights. - Effective communication and interpersonal skills to work with diverse teams. - Proficiency in quality management software and Microsoft Office Suite. Bonus Points If You Have: - Experience working in a hybrid or remote work setting. - Familiarity with CRM systems and customer interaction analytics tools. - Certification in quality management or related fields. - Background 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 hybrid work environment that balances flexibility and collaboration. - We offer opportunities for professional development and skill enhancement. - We offer a supportive team culture focused on innovation and continuous improvement. - We offer access to cutting-edge tools and technologies to support your work. Ready to Apply? Please submit your resume and a cover letter outlining your relevant experience to careers@ustechsolutions.com. We look forward to hearing from you!