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 audit data to generate reports and present findings to management. - You will support continuous improvement initiatives aimed at elevating customer satisfaction. - You will ensure adherence to regulatory and company policies during all customer interactions. What You Bring: - You bring at least 5 years of experience in contact center quality assurance or auditing, preferably in an offshore environment. - You have strong knowledge of quality standards and customer service best practices. - You possess excellent analytical skills and attention to detail. - You have effective communication and coaching abilities to work with diverse teams. - You are proficient in using quality monitoring tools and data analysis software. Bonus Points If You Have: - Experience working in a hybrid or remote work setting. - Familiarity with CRM systems and customer interaction platforms. - Certification in quality management or related fields. - Multilingual skills or experience with multicultural teams. What We Offer: - We offer a dynamic and supportive work environment with opportunities for professional growth. - We offer competitive compensation and benefits tailored to contract roles. - We offer flexible hybrid work arrangements to support work-life balance. - We offer access to training and development resources to enhance your skills. - We offer the chance to work with a global team committed to innovation and excellence. 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!