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 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 implement quality assurance processes and best practices. - You will prepare detailed reports and presentations for management to support decision-making. - You will monitor ongoing performance metrics to track improvements and maintain quality standards. - You will work closely with cross-functional teams to align quality initiatives with business goals. 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 insights. - Effective communication and interpersonal skills to work with diverse teams. - Proficiency in quality management software and Microsoft Office Suite. - Ability to work in a hybrid work environment and manage multiple priorities. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with CRM systems and customer interaction analytics tools. - Certification in quality management or related fields. - Strong problem-solving skills and a proactive approach to continuous improvement. What We Offer: - We offer a competitive contract rate with opportunities for extension based on performance. - We offer a flexible hybrid work schedule to support work-life balance. - We offer access to professional development resources and training. - We offer a collaborative and inclusive work environment that values your contributions. - We offer the chance to work with a dynamic team focused on innovation and excellence. 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!