Dunhill Professional Search & Government Solutions

Compensation

Full Description

Job Title: Bilingual Customer Quality Specialist (Remote- Within U.S ) Client: U.S. Department of Health and Human Services (HHS) Support Area: Centers for Medicare & Medicaid Services (CMS) The Customer Quality Specialist plays a critical role in evaluating individual case analysts, ensuring adherence to standardized procedures, and providing actionable feedback that enhances program performance and customer experience. Key Responsibilities: • Review case files, emails, and recorded telephone interactions for accuracy, completeness, and compliance with established protocols and procedures. • Assess both English and Spanish communications for professionalism, clarity, and effectiveness, including soft skills in phone calls and tone in written correspondence. • Analyze adherence to directives and quality standards across all interactions and documentation. • Deliver clear, written evaluations of reviewed work, including performance summaries and improvement recommendations. Minimum Required Qualifications: • Bachelor’s degree or equivalent experience OR a minimum of 4 years of relevant work experience in lieu of a degree. • Experience in a call center environment and customer quality assurance in needed for the role. • Strong attention to detail and demonstrated ability to follow defined processes. • Full professional fluency in both spoken Spanish and English, with excellent written communication skills in English.