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 detailed 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 feedback and implement quality enhancement initiatives. - You will develop and maintain audit tools and reporting systems to track quality trends. - You will support training programs by identifying knowledge gaps and recommending targeted coaching. - You will analyze customer feedback and operational data to drive continuous improvement. - You will ensure adherence to regulatory and company policies in all customer interactions. - You will prepare comprehensive reports and present findings to senior management. What You Bring: - Minimum of 5 years experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of customer service standards and quality frameworks. - Proficiency with quality monitoring tools and data analysis software. - 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 strong analytical and problem-solving abilities. Bonus Points If You Have: - Experience working with global offshore contact centers. - Familiarity with regulatory compliance related to customer service. - Certification in quality management or related fields. - Background in training and development within contact centers. What We Offer: - We offer a competitive contract rate with opportunities 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 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!