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 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 performance data to identify trends and areas for improvement. - You will collaborate with offshore teams to provide feedback and coaching aimed at enhancing service quality. - You will develop and implement quality assurance processes and best practices. - You will prepare detailed reports on audit findings and present actionable recommendations to management. - You will monitor the effectiveness of implemented improvements and adjust strategies as needed. - You will support training initiatives by identifying knowledge gaps and recommending targeted learning solutions. - You will ensure adherence to regulatory and company policies throughout all quality assurance activities. 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 complex data and generate insights. - Proficient in using quality monitoring tools and CRM software. - Strong communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work independently and manage multiple priorities in a hybrid work setting. Bonus Points If You Have: - Experience working with global or offshore contact centers. - 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 for the 6-month duration. - We offer a hybrid work environment that balances remote flexibility with in-office collaboration. - We offer opportunities for professional development and skill enhancement. - We offer a supportive and inclusive company culture focused on innovation and growth. - We offer access to cutting-edge tools and technologies to support your work. 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!