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 achieve their goals through cutting-edge technology and expert consulting services. 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 actionable feedback and coaching to enhance performance. - You will develop and update quality assurance guidelines and audit tools to reflect evolving business needs. - You will prepare detailed reports and presentations for management to inform strategic decisions. - You will monitor key performance indicators (KPIs) related to customer service quality and recommend corrective actions. - You will support training initiatives by sharing best practices and quality standards with contact center staff. 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 setting and manage multiple priorities effectively. Bonus Points If You Have: - Experience with offshore contact center operations in the technology or telecommunications sector. - Certification in quality management or customer service excellence. - Familiarity with CRM systems and data analytics tools. - Multilingual abilities to support diverse offshore teams. What We Offer: - We offer a competitive contract rate with opportunities for extension based on performance. - We offer a flexible hybrid work environment to support work-life balance. - We offer professional development opportunities to enhance your skills and career growth. - We offer a collaborative and inclusive company culture that values your contributions. - We offer access to cutting-edge tools and resources 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 learning how you can contribute to our team.