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 achieve their goals through cutting-edge technology and expert consulting services. 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 results 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 maintain quality assurance processes and documentation. - You will work closely with management to implement quality improvement initiatives. - You will monitor key performance indicators (KPIs) related to customer service quality. - You will prepare detailed reports and presentations on audit findings and recommendations. - You will support training programs by sharing best practices and quality standards. What You Bring: - Minimum of 5 years of experience in contact center quality assurance or auditing. - Strong knowledge of customer service operations and quality standards. - Experience working with offshore or remote teams. - Excellent analytical and problem-solving skills. - Proficient in quality management tools and software. - Strong communication and interpersonal skills. Bonus Points If You Have: - Experience in hybrid work environments. - Familiarity with CRM and call center technologies. - Certification in quality management or related fields. - Multilingual abilities. What We Offer: - We offer a competitive contract rate for the 6-month duration. - We offer a hybrid work model combining remote and on-site work. - 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. Ready 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!