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 customer interactions consistently meet our high standards and contribute to overall 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 results and identify areas for improvement in customer service delivery. - You will collaborate with offshore teams to implement quality enhancement initiatives. - You will develop and maintain audit tools and reporting mechanisms to track performance metrics. - You will provide training and coaching to offshore agents based on audit findings. - You will work closely with management to align quality standards with business objectives. - You will monitor ongoing performance trends and recommend corrective actions as needed. - You will ensure adherence to regulatory and company policies during 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 customer service best practices and quality standards. - Proficiency in quality audit tools and data analysis software. - Excellent communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work in a hybrid environment and manage multiple priorities. - Detail-oriented mindset with strong analytical and problem-solving abilities. Bonus Points If You Have: - Experience working with global offshore contact centers. - Familiarity with CRM systems and customer interaction analytics. - Certification in quality management or related fields. - Background in training and development for contact center agents. What We Offer: - We offer a competitive contract rate for the 6-month duration. - We offer a hybrid work model combining remote and on-site work. - We offer opportunities for professional growth and skill development. - We offer a collaborative and inclusive work environment. - 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 hearing from you!