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 feedback and coaching aimed at enhancing performance. - You will develop and implement quality assurance processes and best practices. - You will prepare detailed reports and presentations for senior management on audit findings and improvement plans. - You will monitor the effectiveness of implemented changes and adjust strategies as needed. - You will support training initiatives by identifying skill gaps and recommending targeted learning solutions. - You will ensure adherence to regulatory and company policies throughout all quality assurance activities. What You Bring: - Minimum of 5 years of 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. - Exceptional communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to manage multiple priorities and work independently in a hybrid work setting. Bonus Points If You Have: - Experience working with global or offshore contact centers. - Familiarity with regulatory compliance related to customer service operations. - Certification in quality management or related fields. - Background 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 environment to support work-life balance. - We offer opportunities for professional development and skill enhancement. - We offer a collaborative and inclusive company culture. - 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!