Customer Service Quality Assurance Specialist I

Dunhill Professional Search & Government Solutions; Atlanta (GA); Remote; USD 34,000 - 58,000; Full time

Job summary

Dunhill Government Solutions is hiring Customer Service Quality Assurance Specialists 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 include monitoring calls for timeliness and accuracy, reviewing feedback, identifying root causes, and sharing improvement opportunities with the training team.

Qualifications

• 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).

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.

Skills

Customer service

Quality assurance

Call center experience

Analytical skills

Training

Education

Associate's degree

Tools

Call monitoring software

Job description

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.