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. 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 company standards and drive continuous improvement. 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. - You will develop and update quality assurance guidelines and best practices. - You will monitor performance metrics and prepare detailed reports for management. - You will support training initiatives by identifying skill gaps and recommending targeted interventions. - You will work closely with cross-functional teams to implement quality improvement strategies. What You Bring: - Minimum of 5 years experience in contact center quality assurance or auditing. - Strong knowledge of customer service standards and quality frameworks. - Excellent analytical and problem-solving skills. - Proficiency in quality monitoring tools and data analysis software. - Effective communication and interpersonal skills to engage with diverse teams. Bonus Points If You Have: - Experience working with offshore or remote contact centers. - Familiarity with hybrid work environments and related technologies. - Certification in quality management or customer service excellence. - Background in training and development within contact centers. 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 collaboration. - We offer opportunities for professional growth and skill development. - We offer a supportive and inclusive work environment. - 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 detailing your relevant experience to careers@ustechsolutions.com. We look forward to hearing from you!