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, specializing in delivering exceptional offshore contact center services. With a commitment to quality and operational excellence, we empower businesses to enhance their customer experience 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 performance of our offshore customer service teams. Your insights and recommendations will help ensure that all customer interactions align with company standards and contribute to overall customer satisfaction. What You'll Do: - You will conduct thorough quality audits of offshore contact center interactions to assess compliance with company policies. - You will analyze performance data to identify trends and areas for improvement. - You will collaborate with offshore teams to provide actionable feedback and coaching. - You will develop and implement quality assurance processes and best practices. - You will prepare detailed reports on audit findings and present recommendations to management. - You will monitor the effectiveness of implemented improvements and adjust strategies as needed. - You will support training initiatives to enhance agent skills and service quality. - You will ensure adherence to regulatory and company standards in all customer interactions. What You Bring: - Minimum of 5 years 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. - Proficient in using quality monitoring tools and CRM software. - Strong communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work in a hybrid environment and manage multiple priorities. Bonus Points If You Have: - Experience working with global offshore contact centers. - Certification in quality management or related fields. - Familiarity with regulatory compliance in customer service operations. - Background in training and development within contact centers. What We Offer: - We offer a competitive contract rate with potential for extension based on performance. - We offer a hybrid work model that balances remote and on-site collaboration. - We offer opportunities for professional growth and skill development. - We offer a supportive and inclusive work environment. - We offer access to the latest tools and technologies to enhance 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 hearing from you!