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, 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 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 update quality assurance guidelines and best practices. - You will monitor key performance indicators (KPIs) to track progress and impact of quality initiatives. - You will prepare detailed reports and presentations for senior management. - You will support training programs by sharing insights and quality standards. - You will ensure adherence to regulatory and company policies in all customer interactions. What You Bring: - Minimum of 5 years experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of quality management systems and customer service standards. - Proficiency in data analysis and reporting tools. - Excellent communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work in a hybrid environment and manage multiple priorities. - Detail-oriented mindset with a focus on continuous improvement. Bonus Points If You Have: - Experience with specific contact center platforms and CRM systems. - Familiarity with regulatory compliance related to customer service. - Certification in quality management or related fields. - Previous consulting experience in offshore operations. What We Offer: - We offer a competitive contract rate for the 6-month duration. - We offer a hybrid work model combining remote and onsite work. - We offer opportunities for professional development and training. - We offer a collaborative and inclusive work environment. - We offer the chance to work with a global leader in technology solutions. 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!