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. 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 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 audit results to identify trends, gaps, and opportunities for improvement. - You will collaborate with offshore teams to provide feedback and develop action plans for performance enhancement. - You will monitor ongoing performance metrics and report findings to senior management. - You will assist in designing and implementing quality assurance processes and tools. - You will support training initiatives by identifying knowledge gaps and recommending targeted coaching. - You will ensure adherence to regulatory and company policies in all customer interactions. - You will contribute to continuous improvement efforts by sharing best practices and innovative ideas. What You Bring: - Minimum of 5 years 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 software and Microsoft Office Suite. - 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 contact center teams. - Familiarity with regulatory compliance related to customer service operations. - Certification in quality management or related fields. - Background in process improvement methodologies such as Six Sigma or Lean. 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 skill enhancement. - We offer a collaborative and inclusive company culture that values innovation. - We offer access to cutting-edge tools and resources to support your success. Ready to Apply? Please submit your resume and a cover letter outlining your relevant experience to careers@ustechsolutions.com. We look forward to hearing from you!