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 standards. - You will monitor performance metrics and identify areas for improvement in customer service delivery. - You will collaborate with offshore teams to provide actionable feedback and coaching to enhance agent performance. - You will develop and implement quality assurance processes and best practices. - You will analyze customer feedback and operational data to drive continuous improvement initiatives. - You will prepare detailed reports on audit findings and present recommendations to management. - You will support training programs by identifying knowledge gaps and suggesting targeted learning interventions. - You will ensure adherence to regulatory and company policies in all customer interactions. 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 and problem-solving skills with attention to detail. - Proficient in using quality monitoring tools and CRM software. - Effective communication and interpersonal skills to work with diverse teams. - Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Bonus Points If You Have: - Experience working with global offshore contact centers. - Familiarity with regulatory compliance related to customer service. - Certification in quality management or related fields. - Background in training and development within contact centers. What We Offer: - We offer a competitive contract rate with opportunities for extension based on performance. - We offer a hybrid work model that balances remote and on-site collaboration. - We offer professional development opportunities to enhance your skills and career growth. - We offer a supportive and inclusive work environment that values your contributions. - We offer access to the latest 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 and help us deliver exceptional customer service.