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 audit tools to reflect evolving business needs. - You will monitor key performance indicators (KPIs) and prepare detailed reports for management. - You will support training initiatives by sharing best practices and quality standards. - You will work closely with cross-functional teams to implement quality improvement plans. - 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 audit methodologies and customer service standards. - Excellent analytical skills with the ability to interpret data and generate insights. - Proficient in using quality monitoring tools and CRM systems. - Strong communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work in a hybrid environment and manage multiple priorities efficiently. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with regulatory compliance related to customer service. - Certification in quality management or related fields. - Proficiency in data visualization tools such as Tableau or Power BI. What We Offer: - We offer a competitive contract rate with the potential for extension based on performance. - We offer a flexible hybrid work model to support work-life balance. - We offer opportunities for professional development and training. - We offer a collaborative and inclusive work environment. - 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!