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 monitor performance metrics and identify areas for improvement in customer service delivery. - You will collaborate with offshore teams to provide actionable feedback and coaching to enhance agent performance. - You will develop and implement quality assurance processes and best practices. - You will analyze customer feedback and operational data to drive continuous improvement initiatives. - You will prepare detailed reports and presentations for senior management on quality trends and improvement opportunities. - You will support training programs by identifying knowledge gaps and recommending targeted learning solutions. 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 standards, customer service best practices, and performance metrics. - Excellent analytical skills with the ability to interpret data and generate actionable insights. - Effective communication and interpersonal skills to work collaboratively with diverse teams. - Proficiency in quality monitoring tools and Microsoft Office Suite. - Ability to manage multiple priorities and meet deadlines in a fast-paced environment. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with CRM systems and customer interaction analytics. - Certification in quality management or customer service excellence. - Background in training and development within contact centers. What We Offer: - We offer a competitive contract rate with the opportunity for extension based on performance. - We offer a hybrid work model that balances remote flexibility with in-office collaboration. - We offer professional development opportunities to enhance your skills and career growth. - We offer a supportive and inclusive work environment that values your contributions. - We offer access to cutting-edge tools and resources to help you succeed. 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!