Quality Assurance Analyst - Bilingual English/Spanish

JOB TITLE: Quality Assurance Analyst Bilingual English/Spanish

CLIENT COMPANY/DEPARTMENT: District of Columbia Health Benefit Exchange Authority (HBX)

ADDRESS: 1225 Eye Street, NW, Suite 400, Washington, DC

PROJECT DURATION:

• Project Start Date: Aug-2027
• Project End Date: Jul-2028
• Resume Submission Due Date: 09/16/2026

NUMBER OF OPENINGS: 2
MAXIMUM SUBMISSIONS: 2

JOB DESCRIPTION:

• Assess CSR performance for calls, emails, and web chat.
• Perform quality monitoring across contact channels.
• Apply quality standards and scorecards focused on Program Knowledge, Privacy Act, Customer Service, and Administrative Procedures.
• Use call-monitoring and quality tools to audit interactions against client quality standards.
• Track quality results, identify issues, and support corrective action and continuous improvement.
• Provide quality findings that support improvements in training, content, and contact center operations.

SKILL SET:

Mandatory:

• Bilingual in English and Spanish.
• Minimum 5 years of work-related experience.
• Health insurance exchange content knowledge and experience.
• Experience assessing CSR performance for calls, emails, and web chat.

Desired:

• Experience with Quality Call Monitoring (QCM).
• Experience with scorecards.
• Experience using call-monitoring tools.
• Knowledge of QA metrics.
• Experience with corrective action.
• Experience with continuous quality improvement.

EDUCATION:

• Relevant education/training.

CERTIFICATIONS:

• Not specified.

DOCUMENTATION REQUIRED FOR SUBMISSION:

• Resume.

WORK HOURS:

• Monday Friday: 8:00 AM 8:00 PM ET
• Saturday: As needed, 10:00 AM 5:00 PM ET
• Non-OE: Monday Friday, 8:00 AM 6:00 PM ET
• Extended deadline hours as required.

ACCOUNT MANAGER NAME (PROPOSAL TEAM):

• Not specified.

WORK AUTHORIZATION REQUIRED:

• USC / GC / EAD / H1

RELOCATION:

• Not accepted.

REMOTE WORK:

• No. On-site position.

ADDITIONAL NOTES:
Client requires the following positions as key personnel:

• One (1) Trainer
• Two (2) Supervisors
• Two (2) Quality Assurance Analysts

Search for the best possible candidate at the minimum possible rate.

ONSHORE/OFFSHORE:

• Not specified.

CEILING PRICE/FLOOR PRICE:

• Not specified.

FULL-TIME/PART-TIME:

• Not specified.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy - Abacus.