Maximus · 9 hours ago
Bilingual Quality Analyst - Remote
United States
Full-time
Remote
Mid Level
$55K/yr - $66K/yr
3+ years expMaximus is seeking a detail-oriented and experienced Bilingual Quality Analyst. This role is responsible for conducting quality evaluations of staff performance, supporting calibration sessions, and ensuring alignment with client-defined quality standards.
Business Process Automation (BPA)ConsultingEducationGovernmentGovTechHealth CareInformation Technology
Responsibilities
Conduct internal audits for the quality assurance program to ensure that quality metric requirements of the project are being met
Collaborate in developing new procedures and update existing procedures when changes occur
Analyze reports on operational performance and provide solutions to identified issues
Analyze and develop routine and ad hoc reports on project performance, and research and suggest solutions to identified issues
Conduct monitoring activities and audits for quality assurance purposes and to support the effective functioning of the project
Analyze quality program data to identify trends and to develop and implement corrective action plans as appropriate
Assist with monitoring performance and meeting contractual requirements using system applications
Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows
Assist with staff training for the purpose of achieving and maintaining quality program goals
Analyze effectiveness of key initiatives and quality improvement efforts
Perform other duties as assigned by management
Conduct internal audits for the quality assurance program to ensure that quality metric requirements of the project are being met
Collaborate in developing new procedures and update existing procedures when changes occur
Analyze reports on operational performance and provide solutions to identified issues
Analyze and develop routine and ad hoc reports on project performance, and research and suggest solutions to identified issues
Conduct monitoring activities and audits for quality assurance purposes and to support the effective functioning of the project
Analyze quality program data to identify trends and to develop and implement corrective action plans as appropriate
Assist with monitoring performance and meeting contractual requirements using system applications
Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows
Assist with staff training for the purpose of achieving and maintaining quality program goals
Analyze effectiveness of key initiatives and quality improvement efforts
Perform other duties as assigned by management
Participate in calibration sessions to ensure consistency and alignment in quality evaluations across the team
Utilize AI tools and technologies to support quality assurance activities, data analysis, and reporting
Assist the center with taking calls as needed to support operations and maintain service levels
Qualification
Required
Fluency in Spanish and English (both written and spoken)
Ability to pass a federal background check
Bachelor's degree in relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience
Monitor agent interactions to ensure adherence to quality standards and provide timely, constructive feedback
Meet daily, weekly, and monthly monitoring goals by completing required evaluations, delivering timely feedback, and documenting results to support overall quality targets
Maintain strong organizational skills to effectively track monitors across different lines of business
Collaborate in the development and revision of procedures in response to operational changes
Analyze operational and quality data to identify trends, gaps, and opportunities for improvement
Make recommendations based on data analysis to enhance performance and service delivery
Participate in and contribute to calibration sessions to ensure consistency in quality evaluations
Assist in training initiatives aimed at improving agent performance and overall quality scores
Support the creation and maintenance of staff resource materials, including guides, workflows, and reference documents
Utilize AI tools and technologies to enhance quality assurance processes, reporting, and decision-making
Take calls as needed to support center operations and maintain service levels
Participate in pilots and provide feedback from a quality assurance perspective to help inform improvements to quality metrics
Must be bilingual in Spanish and English with strong written and verbal communication skills in both languages
Preferred
Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required
Benefits
Health insurance coverage
Life and disability insurance
A retirement savings plan
Paid holidays
Paid time off
Company
Maximus
Providing government technology services, digitally enabled customer experiences, and clinical health services that change lives.
10001+ employees
H1B Sponsorship
Maximus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (39)
2024 (39)
2023 (50)
2022 (42)
2021 (36)
2020 (42)
Funding
Current Stage
Public CompanyTotal Funding
$7.93M2010-12-09Post Ipo Equity· $7.93M
Leadership Team
Elisabeth Schmidt
Senior Vice President
Michael Mateer
Sr. Vice President, Enterprise Technology
Recent News
2025-11-20
Company data provided by crunchbase