Job Description

Duration: 6 months contract (Hybrid) Job Description: We are seeking an experienced Offshore Contact Center Quality Audit Consultant to evaluate, monitor, and enhance the performance of our offshore customer service operations. This role will ensure that customer interactions meet company standards for quality, compliance, and customer satisfaction, while identifying opportunities for process improvements and training needs. The consultant will act as an independent partner, providing actionable insights to drive operational excellence across global support teams. Responsibilities: Audit & Evaluate: Conduct daily audits of approximately 10 customer interactions (calls & chats mainly) from our offshore contact center against a new, comprehensive quality framework, focusing on effectiveness, ease, and personalization. Analyze & Recommend: Analyze audit findings and performance trends to identify root causes of customer pain points, inefficiencies, and areas for agent development. Drive Improvement: Develop and present data-backed recommendations for improvements in agent training, customer support processes, internal policies, and product/service enhancements. Collaborate: Work closely with offshore operations leadership, training teams, and other stakeholders to implement recommendations and monitor their impact. Develop Resources: Contribute to the creation and refinement of quality assurance guidelines, training materials, and best practices. Report: Prepare regular reports on quality performance, key insights, and progress against improvement initiatives. Calibrate & Coach: Lead calibration sessions with our offshore QA team, ensuring consistent understanding and application of quality standards. Provide coaching and feedback to offshore vendor to enhance their evaluation skills. Experience: 5+ years of experience in a Quality Assurance role within a contact center environment, preferably with experience supporting offshore teams and helping transform their delivery to match their customer base. Proven expertise in developing and implementing quality frameworks and scorecards. Strong analytical skills with the ability to identify trends, draw insights from data, and translate findings into actionable recommendations. Exceptional communication skills, both written and verbal, with the ability to clearly articulate complex concepts and provide constructive feedback. Demonstrated experience in leading calibration sessions and coaching QA analysts. A deep understanding of customer experience principles and best practices, particularly regarding "Effective, Easy, and Personalized" service delivery. Self-motivated and able to work independently in a remote setting while maintaining strong collaboration with a global team. Proficiency with contact center software, CRM systems, and QA monitoring tools. Six Sigma/COPC Certification is nice to have. About US Tech Solutions: ​​​​​​​US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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