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. - You will assist in training programs to promote quality standards across the contact center. 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 actionable insights. - Proficient in using quality monitoring tools and CRM software. - 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 offshore contact centers. - Familiarity with regulatory compliance related to customer service operations. - Certification in quality management or related fields. - Background in training and development within contact centers. What We Offer: - We offer a competitive contract compensation package. - We offer a hybrid work model that supports work-life balance. - We offer opportunities for professional growth and skill development. - 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!