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Quality Assurance Specialist (ID# 13696)

Albuquerque, New Mexico


Cherokee Nation System Solutions (CNSS) provides a complete line of innovative services, consulting and products to government agencies, including application modernization, data utilization and advanced analytics, geospatial, GIS and remote sensing, information technology infrastructure, program professional services and scientific and research capabilities. CNSS offers an extensive selection of quality services and products at competitive prices. Additionally, CNSS collaborates with partners nationwide to provide even the most complex services to clients.

CNSS is currently looking for a Quality Assurance Specialist to assist Bureau of Indian Affairs (BIA) Office of Historical Trust Accounting (OHTA).  This person will ensure call center/help desk end users receive a high level of service as measured by promptness, courteousness, accuracy, and completeness as well as coordinate and maintain a high standard in day-to-day activities.

The Department of the Interior (DOI) Bureau of Indian Affairs (BIA) Office of Historical Trust Accounting (OHTA) currently oversees approximately 55 million surface acres of land, 57 million acres of subsurface mineral interests, and $3.6 billion in assets that are held in trust or restricted status by the Federal Government on behalf of individual American Indians, Alaska Natives, and federally recognized Indian tribes. Their mission is to plan, organize, direct, and execute the historical accounting of Individual Indian Monies (IIM) accounts.



  • Responsible for assessing the quality of service provided by Call technicians, (Note: Nature of inquiries involves subjects that are high in complexity),
  • Monitor incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to
  • Government policies and procedures
  • analyze operational performance against customer expectations and identifies areas of competency and areas of needed improvement
  • Establish and maintain systems for capturing, analyzing and reporting quality measures
  • interface with other operational and cross-functional areas to ensure consistency in
  • reporting practices and to help determine quality needs
  • provide recommendations on continual process improvement



  • A high school diploma is required; a college degree is desired
  • A minimum of  five (5) years relevant experience in customer service OR Indian trust data and systems
  • A minimum of two (2) years specialized prior experience in a similar environment is required
  • Proficient in using automated tools, search and information retrieval systems plus knowledge and experience
  • automated tools, search and information retrieval systems plus knowledge and experience
  • Excellent problem solving skills
  • Excellent communication skills both oral and written
  • Proficiency with phone systems, database, MS Windows, MS Office and tracking systems
  • Ability to successfully pass a drug screen and federal background check


Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.


Apply online at

The Contractor agrees to give preference to Indians who can perform the work required regardless of age (subject to existing laws and regulations), sex, religion, or tribal affiliation for training and employment opportunities under this contract and, to the extent feasible consistent with the efficient performance of this contract, training and employment preferences and opportunities shall be provided to Indians regardless of age (subject to existing laws and regulations), sex, religion, or tribal affiliation who are not fully qualified to perform under this contract.       .

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites:


If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may e-mail “” for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.


For Pay Transparency Non Discrimination provision, please copy and paste the following link:


  1. maintain an Affirmative Action Plan for the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 Request to View Affirmative Action Plan to the Compliance Administrator”. This email box is not for resumes or follow up on job applications.