Quality Assurance Analyst - Bilingual English/Spanish

Job Description

Job Description

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.