Customer service quality assurance specialist i

Dunhill Government Solutions is hiring Customer Service Quality Assurance Specialists (seven openings) to support a federal civilian program's customer contact center. This is a full-time, fully remote role based in the U.S., monitoring customer interactions and helping agents deliver consistent, high-quality service.

Responsibilities:

• Monitor customer calls for timeliness, active listening, issue identification, correct hold handling, professionalism, compliance and resolution
• Review and analyze customer feedback and survey results to evaluate the overall customer experience
• Assign root cause and identify systemic quality problems
• Track quality performance at the individual, team and program levels and report findings from call monitoring and complaints
• Give agents and managers feedback on observed strengths and improvement opportunities
• Serve as a resource and escalation point so call reviews are accurate and agents have the correct policies and reference materials
• Identify service trends and share them with the training team

Requirements:

• 2–5 years of experience in call center, quality control, quality assurance and/or training
• Associate's degree preferred, or equivalent relevant experience
• Experience creating or running quality assurance programs
• Experience with call center call monitoring/recording software
• Strong customer service, analytical and problem-solving skills
• Ability to help train new and existing support agents
• Clear written and verbal communication with diverse audiences
• U.S. citizen able to pass a background check (no clearance required)

Details:

• Full-time, fully remote (U.S.), day shift, no travel.

Compensation: $22.50–$42.00 per hour. US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.