Bi-lingual Call Center Quality Assurance Analyst

Description:

NOTE: This opportunity will be forthcoming in Q2 2026. It is open to full-time employment (no C2C or 1099 engagements, please). The candidate MUST be a U.S. Citizen or a Permanent Resident (Green Card Holder). This is a remote opportunity and the candidate MUST reside and have resided in the U.S. for the past 3 years.

Daily Responsibilities

• Perform qualify audits and review interactions across multiple service center customer support channels, including calls, emails, web cases, and chats in both English and Spanish to ensure compliance with quality standards.
• Score calls and audit email responses for accuracy, professionalism, and thoroughness.
• Assist in training new service center customer support team members and propose documentation updates
• Participate in calibration sessions and analyze performance trends within the service center to help drive consistency, improve productivity, and enhance overall efficiency in the organization’s service delivery.
• Work with the Service Excellence Manager to design, implement, and refine the service center’s QA strategy.

Requirements:

• Must be a U.S. Citizen or Permanent Resident (Green Card Holder).
• Must currently reside and have resided in the U.S. for the past 3 years.
• Must be able to complete/pass/hold a Federal Public Trust Investigation.
• This is a remote opportunity, and the candidate must reside in the United States, preference given to candidates residing in the Washington DC / Baltimore MD metro area.
• Must be bilingual with the ability to read, write and speak both English and Spanish.
• 6+ years of progressive business experience.
• 5+ years of service center customer support experience.
• 2+ years of direct experience in a QA role within a customer support environment.
• Proficiency in Microsoft Office applications and experience with CRM systems.
• Ability to work in a fast-paced, deadline-oriented environment.
• Excellent analytical skills, attention to detail, and strong problem-solving abilities.
• Excellent communication and collaboration skills.
• BS/BA degree in Business, Information Systems, Engineering or related discipline.
• Experience working with or in a federal government environment (i.e. as an employee or contractor) is preferred.
• Knowledge of medical and insurance industry terminology is a PLUS

Our Comprehensive Benefits Package Includes:

• 401(k) Retirement Plan (Employer Match)
• Health Insurance Plans (Medical, Rx, Dental, and Vision – Open Access)
• Long Term and Short-Term Disability (Company Paid Benefit)
• Life Insurance (Company Paid Benefit)
• Employee Assistance Program (EAP)
• Generous Paid Time Off (PTO)
• Paid Holidays
• Voluntary Life and AD&D Insurance
• Discount Programs for Consumer Products and Wellness Services

Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. The annual salary range for this position is $65,000-92,000.