Offshore Contact Center Quality Analytics Consultant

Overview

Duration : 6 months contract (Hybrid)

Job Description :

We are seeking an experienced Offshore Contact Center Quality Analytics 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

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 www.ustechsolutions.com (http : / / www.ustechsolutionsinc.com).

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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