Quality Assurance Analyst – Bilingual English/Spanish

Job overview

The Quality Assurance Analyst – Bilingual English/Spanish role is onsite in Washington, DC. Compensation is not specified. The position supports the District of Columbia Health Benefit Exchange Authority and its customer contact operations. The analyst evaluates customer service representative interactions across calls, email, and web chat against established quality standards. Findings help identify issues and guide corrective action and improvements to training, content, and contact center operations.

What you'll do

• Assess customer service representative performance across calls, emails, and web chat
• monitor quality across contact channels
• apply scorecards and standards covering program knowledge, privacy, customer service, and administrative procedures
• audit interactions using call-monitoring and quality tools
• track results, identify issues, and support corrective action and continuous improvement
• provide findings to inform training, content, and contact center operations.

What we're looking for

Skills & competencies

quality assurance analyst

bilingual english/spanish

english

spanish

contact center quality

call monitoring

email quality

web chat

health insurance exchange

onsite

washington dc

abacus service corporation

Work arrangement

• Weekend coverage required

Why this role

Bilingual English/Spanish requirement; quality monitoring across calls, email, and web chat; supports the DC Health Benefit Exchange Authority.

About the employer

Abacus Service Corporation is hiring for this role. Industry: Administration of Human Resource Programs (except Education, Public Health, and Veterans' Affairs Programs). Sector: 92.