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 achieve their goals through cutting-edge technology and expert consulting services. 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 our high standards, driving customer satisfaction and operational efficiency. 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 feedback and coaching aimed at enhancing performance. - You will develop and update quality assurance guidelines and best practices. - You will prepare detailed reports and presentations for management to inform decision-making. - 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 business objectives. What You Bring: - You have at least 5 years of experience in contact center quality assurance or auditing, preferably in an offshore environment. - You possess strong analytical skills with the ability to interpret data and generate actionable insights. - You have excellent communication and interpersonal skills to effectively collaborate with diverse teams. - You are proficient in quality management tools and software. - You demonstrate a keen attention to detail and a commitment to maintaining high standards. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with customer service technologies and CRM platforms. - Certification in quality management or related fields. - Experience in training or coaching contact center agents. What We Offer: - We offer a dynamic and supportive work environment that values innovation and continuous improvement. - We offer competitive compensation and benefits tailored to contract roles. - We offer opportunities for professional development and skill enhancement. - We offer flexible hybrid work arrangements to support work-life balance. - We offer the chance to work with a diverse, global team committed to excellence. Ready to Apply? Please submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role to our careers portal at www.ustechsolutions.com/careers.