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 analyze performance data to identify trends, gaps, and opportunities for improvement. - You will collaborate with offshore teams to provide actionable feedback and coaching to enhance service delivery. - You will develop and implement quality assurance processes and best practices. - You will prepare detailed reports and presentations for senior management on audit findings and improvement plans. - You will support training initiatives by identifying knowledge gaps and recommending targeted learning solutions. - You will monitor ongoing performance metrics to ensure sustained quality improvements. - You will stay updated on industry standards and incorporate relevant practices into the quality audit framework. 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 standards, quality metrics, and audit methodologies. - Excellent analytical skills with the ability to interpret data and generate actionable insights. - Proficient in using quality monitoring tools and CRM systems. - Strong communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to manage multiple priorities and work independently in a hybrid work setting. Bonus Points If You Have: - Experience working with global or multicultural offshore teams. - Certification in quality management or customer service excellence. - Familiarity with process improvement frameworks such as Six Sigma or Lean. - Proficiency in additional languages relevant to offshore operations. What We Offer: - We offer a competitive contract rate with the potential for extension based on performance. - We offer a flexible hybrid work environment to support work-life balance. - We offer opportunities for professional development and training. - We offer a collaborative and inclusive company culture that values innovation. - We offer access to cutting-edge 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!