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Abacus Service Corporation
Quality Assurance Analyst - Bilingual English/Spanish
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Job Description
Quality Assurance Analyst - Bilingual English/Spanish#26-05253
Remote, DC
Remote
Contract
Starts 8/01/2027
Ends 7/04/2028 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. 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.
Benefits
- Health Insurance