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 feedback and implement quality enhancement initiatives. - You will develop and maintain audit tools and reporting systems to track quality trends. - You will support training programs by identifying knowledge gaps and recommending targeted coaching. - You will analyze customer feedback and operational data to drive continuous improvement. - You will ensure adherence to regulatory and company policies in all customer interactions. - You will prepare detailed reports and present findings to management for strategic decision-making. What You Bring: - Minimum of 5 years experience in contact center quality assurance or auditing, preferably in an offshore environment. - Strong knowledge of customer service standards, quality frameworks, and audit methodologies. - Proficiency with quality monitoring tools and data analysis software. - Excellent communication and interpersonal skills to effectively collaborate with diverse teams. - Ability to work in a hybrid setting 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. - Background in training and development within contact centers. - Certification in quality management or related fields. What We Offer: - We offer a competitive contract rate commensurate with experience. - We offer a flexible hybrid work environment to support work-life balance. - We offer opportunities for professional growth and skill development. - We offer a collaborative and inclusive company culture. - We offer access to cutting-edge tools and resources to excel in your role. Ready to Apply? Please submit your resume and a cover letter outlining your relevant experience to careers@ustechsolutions.com. We look forward to learning how you can contribute to our team.