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 operational efficiency 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 excellence. 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 update quality assurance guidelines and audit tools to reflect evolving business needs. - You will monitor key performance indicators (KPIs) and prepare detailed reports for management review. - You will support training initiatives by sharing best practices and quality standards with contact center staff. - You will work closely with cross-functional teams to implement quality improvement strategies. 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 insights. - Effective communication and coaching skills to provide constructive feedback. - Proficiency in quality management software and Microsoft Office Suite. - Ability to work in a hybrid environment and manage multiple priorities effectively. Bonus Points If You Have: - Experience with offshore contact center operations in the technology sector. - Familiarity with CRM systems and workforce management tools. - Certification in quality management or related fields. - Multilingual abilities to support diverse offshore teams. What We Offer: - We offer a dynamic and collaborative work environment that fosters 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 opportunities to work with global teams and gain international experience. - We offer access to ongoing training and development resources. 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!