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, driving customer satisfaction and operational efficiency. 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 to identify trends, gaps, and opportunities for improvement. - You will collaborate with offshore teams to provide feedback and coaching aimed at enhancing performance. - You will develop and implement quality assurance processes and best practices. - You will prepare detailed reports and presentations for management on audit findings and improvement plans. - You will work closely with cross-functional teams to align quality initiatives with business goals. - You will monitor ongoing performance metrics to ensure sustained quality improvements. - You will support training programs by providing insights and recommendations based on audit outcomes. 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 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 in a hybrid work environment. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with customer experience (CX) frameworks and metrics. - Certification in quality management or related fields. - Proficiency in additional languages relevant to offshore operations. What We Offer: - We offer a dynamic and inclusive work environment that fosters professional growth. - We offer competitive compensation and benefits tailored to contract roles. - We offer flexible hybrid work arrangements to support work-life balance. - We offer opportunities to work with a diverse, global team and cutting-edge technologies. - We offer ongoing training and development to enhance your skills and career trajectory. 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!