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 prepare detailed reports on audit findings and present recommendations to management. - You will work closely with cross-functional teams to drive continuous improvement initiatives. - You will stay updated on industry trends and incorporate relevant practices into quality assurance strategies. 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 metrics. - Excellent analytical and problem-solving skills. - Effective communication and interpersonal skills to work with diverse teams. - Proficiency in quality monitoring tools and Microsoft Office Suite. - Ability to work in a hybrid work environment and manage multiple priorities. Bonus Points If You Have: - Experience with offshore contact center operations. - Familiarity with CRM and call center software platforms. - Certification in quality assurance or related fields. - Experience in process improvement methodologies such as Six Sigma or Lean. What We Offer: - We offer a competitive contract compensation package. - We offer a flexible hybrid work schedule to support work-life balance. - We offer opportunities for professional development and training. - We offer a collaborative and inclusive work environment. - We offer the chance to work with a dynamic team focused on innovation and excellence. 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!