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Quality Assurance Specialist

Quality Assurance Specialist

Job ID 5025
Job Location Albuquerque - NM
Full-Time/Part-Time Full-Time

***For CNI Internal Candidates Only***


The Quality Assurance (QA) Specialist provides daily coordination of QA tasks, guidance, and support for the Trust Beneficiary Call Center (TBCC), Department of the Interior (DOI), Office of the Special Trustee for American Indians (OST).  This position serves as a subject matter expert (SME) initial point of contact responsible for monitoring and maintaining the highest level of QA to ensure overall quality standards are met for the TBCC; and, is responsible to provide guidance to project team.

The position also requires the ability to work any shift during business hours of 7:00 am and 6:00 pm and supports overtime requirements outside of regular business hours.



Essential duties and responsibilities include the following.  Other duties may be assigned.


Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.


Serves as subject matter expert and provides technical guidance in quality assurance to beneficiary customer service representative including, coaching, and training for areas in need of improvement.


Maintains a thorough knowledge of quality standards, policies and procedures including TBCC standard operating procedures, OST detailed operating procedures, OST Inter-Agency Handbook, etc.


Monitors, researches, and audits operations to assure that quality techniques are in compliance with all established policies and procedures including all routine file maintenance requests submitted and accurate detailing, responses of inquiries into tracking database.


Implements quality plans to ensure key performance metrics and deliverables are achieved through daily controlled monitoring, verification, and validation.


Assists with development and maintenance of job aids, documentation, and quality control procedures to assist with training and development including compiling training materials.


Coordinates and communicates with management to ensure problem solution, user satisfaction, and recommends efficiency improvements for approval of work products and deliverables.


Compiles and monitors quality metrics for contract compliance and trend analysis, including identifies and recommends improvements of individual and organizational trends.


Performs daily random call monitoring utilizing system such as Avaya Witness call recording application to ensure quality customer service standards for incoming calls including quality assurance call review scoring of beneficiary customer service representatives.


Assists with task work submissions including RFM update requests, manual work tickets and/or macro batch data entry and uploads, returned checks, ACH returns/rejects, interaction incident queue, etc.


Performs administrative activities including compiling, storing, tracking, and retrieving data for reports as requested by management.


Responsible for adherence to qualitative and quantitative standards as established to meet contractual obligations and changing business requirements.


Assists with tracking database helpdesk support as needed, including account unlock/verification, reopening interactions, updates and changes to any format control, etc.


Provides assistance with incoming calls in the event of high call volumes.


Maintains confidentiality and upholds standards for privacy, data integrity, and security. Demonstrates commitment and dedication, integrity, respect, and cooperation.


Ability to work any shift during business hours of 7:00 am and 6:00 pm and supports overtime requirements outside of regular business hours.


Responsible for aiding in own self-development by being available and receptive to all training made available by the company.


Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. 


Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers.  Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.  Will immediately correct any unsafe conditions to the best of own ability.



High school diploma or general education degree (GED) and a minimum of two (2) years’ relevant experience and/or training; or equivalent combination of education / experience. Call center customer service, quality assurance, and Indian trust experience preferred.



Candidate must be able to obtain government security clearance

U.S. Citizens, Green Card Holders, and those authorized to work in the U.S. for any employer will be considered



Strong attention to detail skills to demonstrate accurate, clear, and concise work performance and methods

Strong problem solving and critical thinking skills to identify problems, generate and evaluate alternative solutions, and/or make recommendations

Skilled proficiency in the use of Microsoft Windows and Office programs (i.e. Word, Excel, Outlook, PowerPoint, etc.) with ability to quickly learn and grasp specialized software programs

Initiates improvements and promotes quality standards

Excellent interpersonal skills to mentor, motivate, influence, and coach peers

Strong ability to lead, organize, plan, and make decisions

Ability to communicate, oral and written, to provide periodic status for quality assurance to peers and management

Excellent interpersonal skills to mentor, motivate, influence, and coach peers.

Ability to work in stressful, changing environments, and supports change

Ability to analyze trends and statistics to identify problems and recommend changes to production processes or quality controls for resolution

Ability to work any shift during business hours of 7:00 am and 6:00 pm and supports overtime requirements outside of regular business hours.

Ability to work effectively, both independently and in a team environment


Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.



Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.



Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.