Customer Service Quality Assurance Specialist II

Dunhill Government Solutions is hiring a Customer Service Quality Assurance Specialist II 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, finding the root cause of quality problems and helping agents and managers improve.

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, identify systemic quality problems and help implement quality improvement action plans
• 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; develop and distribute agent communications
• Provide call quality metrics that support volume forecasting, scheduling and staffing

Requirements:

• 5-8 years of experience in call center, quality control, quality assurance and/or training
• Associate's degree or equivalent relevant experience
• Extensive experience creating or running quality assurance programs
• Extensive experience with call center call monitoring/recording software
• Strong analytical, problem-solving and decision-making skills
• Ability to train and develop 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)

Preferred:

• Professional certification in quality assurance or training

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

Compensation: $26.00-$48.75 per hour.

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