Quality Assurance Analyst - Bilingual English/Spanish

Quality Assurance Analyst – Bilingual English/SpanishClient Company/Department: District of Columbia Health Benefit Exchange Authority (HBX)Address: 1225 Eye Street, NW, Suite 400, Washington, DCProject Duration:Project Start Date: Aug-2027Project End Date: Jul-2028Resume Submission Due Date: 09/16/2026Number Of Openings: 2 Maximum Submissions: 2Job 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 ETSaturday: As needed, 10:00 AM–5:00 PM ETNon-OE: Monday–Friday, 8:00 AM–6:00 PM ETExtended deadline hours as required.Work Authorization Required:USC / GC / EAD / H1Relocation:Not accepted.Remote Work:No. On-site position.Additional Notes: Client requires the following positions as key personnel:One (1) TrainerTwo (2) SupervisorsTwo (2) Quality Assurance AnalystsSearch for the best possible candidate at the minimum possible rate.