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 operational efficiency 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 customer interactions consistently meet our high standards, driving customer satisfaction and operational excellence. 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 data 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 prepare detailed reports and presentations for senior management on audit findings and improvement plans. - You will support training initiatives by sharing best practices and quality standards with contact center staff. - You will monitor the implementation of corrective actions and measure their effectiveness over time. What You Bring: - You bring at least 5 years of experience in contact center quality assurance or auditing, preferably in an offshore environment. - You have strong analytical skills with the ability to interpret complex data and generate actionable insights. - You possess excellent communication and interpersonal skills to effectively collaborate with diverse teams. - You are proficient in quality management software and Microsoft Office Suite. - You have a keen eye for detail and a commitment to maintaining high-quality standards. Bonus Points If You Have: - Experience working with global or multicultural teams. - Knowledge of customer service best practices and industry standards. - Familiarity with CRM systems and call monitoring technologies. - Certification in quality management or related fields. What We Offer: - We offer a competitive contract rate with the flexibility of a hybrid work model. - We offer opportunities for professional development and skill enhancement. - We offer a collaborative and inclusive work environment that values your contributions. - We offer access to the latest tools and technologies to support your work. - We offer the chance to make a significant impact on customer experience and operational success. Ready to Apply? 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!