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 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 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 maintain quality assurance processes and documentation. - You will work closely with management to implement quality improvement initiatives. - You will monitor key performance indicators (KPIs) related to customer service quality. - You will prepare detailed reports summarizing audit findings and recommendations. - You will support training programs by sharing best practices and quality standards. 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 assurance methodologies and customer service standards. - Excellent analytical skills with the ability to interpret data and generate insights. - Effective communication and interpersonal skills to work with diverse teams. - Proficiency in quality monitoring tools and Microsoft Office Suite. - Ability to manage multiple tasks and meet deadlines in a hybrid work setting. 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. - Experience in training and development within contact centers. What We Offer: - We offer a competitive contract rate for the 6-month duration. - We offer a hybrid work environment that balances remote and on-site collaboration. - We offer opportunities for professional growth and skill development. - We offer a supportive and inclusive company culture. - We offer access to the latest tools and technologies to perform your role effectively. 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!