Bilingual Quality Analyst - Remote

Description & Requirements

Maximus 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. The ideal candidate will demonstrate strong analytical and communication skills, and a commitment to continuous improvement.

Position is contingent upon contract award.

This position requires fluency in Spanish and English (both written and spoken). The Bilingual Quality Analyst will review customer interactions in Spanish and complete evaluation scoring and documentation in English. Candidates must be comfortable understanding spoken Spanish and writing detailed feedback in English.

This is a fully remote role.

Must have the ability to pass a federal background check.

Equipment will be provided but must meet the remote position requirement below.

• Hardwired internet (ethernet) connection
• Internet download speed of 25 Mbps and 5 Mbps (10 Mbps preferred) upload or higher required (you can test this by going to )
• Private work area and adequate power source

• 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.
• Participate in calibration sessions to ensure consistency and alignment in quality evaluations across the team.
• 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 to support the effective functioning of the project.
• Analyze quality program data to identify trends and 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.
• 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.
• Perform other duties as assigned by management.

• Bachelor's degree in a relevant field of study and 3+ years of relevant professional experience required, or equivalent combination of education and experience.
• Must be bilingual in Spanish and English with strong written and verbal communication skills in both languages. Call monitoring will be in Spanish; evaluations and scoring will be completed in English.
• 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…