Marketplace Quality Assurance Analyst

Position Overview

The Illinois Department of Insurance is seeking to hire an Executive I position to serve as Marketplace Quality Assurance Analyst. Under direction of the Customer Assistance Center Deputy Director, the Get Covered Illinois (GCI) Quality Assurance Analyst plays an important role in improving the customer experience by helping ensure accurate, consistent, and high-quality service across the Marketplace and Customer Assistance Center. This position works closely with leadership, vendors, and operational teams to review customer interactions, identify trends and risks, support resolution of escalated cases, and strengthen overall program performance. The ideal candidate is detail-oriented, analytical, collaborative, and passionate about improving processes and helping customers navigate complex health coverage programs. We invite all qualified persons to apply.

Essential Functions

The Illinois Department of Insurance is seeking to hire an Executive I position to serve as Marketplace Quality Assurance Analyst. Under direction of the Customer Assistance Center Deputy Director, the Get Covered Illinois (GCI) Quality Assurance Analyst plays an important role in improving the customer experience by helping ensure accurate, consistent, and high-quality service across the Marketplace and Customer Assistance Center. This position works closely with leadership, vendors, and operational teams to review customer interactions, identify trends and risks, support resolution of escalated cases, and strengthen overall program performance. The ideal candidate is detail-oriented, analytical, collaborative, and passionate about improving processes and helping customers navigate complex health coverage programs. We invite all qualified persons to apply.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, preferably with courses in business or public administration.
• Requires (1) year of responsible administrative experience in a public or business organization, or completion of an agency approved professional management training program.
• Requires the ability to speak, read and write Spanish at a colloquial skill level.

Preferred Qualifications

• Prefers one (1) year of professional experience analyzing, managing, and escalating complex health care cases, including conducting root cause analysis and developing corrective action recommendations.
• Prefers one (1) year of professional experience administering high-risk or executive-level escalations, including coordinating and developing cross-functional resolutions and preparing clear summaries and recommendations for leadership review.
• Prefers three (3) years of professional experience conducting call monitoring, quality reviews, and performance evaluations in a call center or customer assistance environment.
• Prefers two (2) years of professional experience handling escalations, complaints, or complex customer case resolution in a fast-paced operational setting.
• Prefers two (2) years of professional experience analyzing customer interactions, identifying trends, and recommending process or performance improvements.
• Prefers two (2) years of professional experience with QA tools, call recording systems, workforce management systems, or customer relationship management (CRM) platforms.
• Prefers two (2) years of professional experience using ticketing and case management systems such as Jira, ServiceNow, Zendesk, or similar platforms.
• Prefers two (2) years of professional experience reviewing and interpreting policies, procedures, or regulatory guidance and applying them in customer-facing operations.
• Prefers one (1) year of professional experience working within a health insurance marketplace, Medicaid, health insurance, or eligibility and enrollment program landscape.
• Prefers one (1) year of professional experience preparing reports, summaries, or presentations related to QA findings, escalations, or operational performance metrics.

Specialized Skills

• Requires one (1) year of professional experience analyzing, managing, and escalating complex health care cases, including conducting root cause analysis and developing corrective action recommendations.
• Requires one (1) year of professional experience administering high-risk or executive-level escalations, including coordinating and developing cross-functional resolutions and preparing clear summaries and recommendations for leadership review.

Conditions of Employment

• Requires the ability to pass a background check.
• Requires ability to travel in the performance of duties, with overnight stays as appropriate.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

About the Agency

The Department of Insurance (DOI) regulates the insurance market in the State of Illinois including, but not limited to, licensing and educating insurance agents, investigating Workers Compensation fraud, and examining the operations and finances of insurance companies domiciled in the state. We are committed to protecting consumers and regulating the insurance industry with innovation and efficiency. DOI has approximately 220 employees who are split between our Chicago and Springfield offices.

State of Illinois employees enjoy a robust benefit package, including:

• Health, Life, Vision, and Dental Insurance
• 13 Paid Holidays annually, 14 on even numbered years
• 10-25 days of Paid Vacation time annually - (10 days in year one of employment)
• 12 Paid Sick Days annually (sick days carry over from year to year)
• 12 Weeks Paid Maternity/Paternity Leave
• 3 Paid Personal Days annually
• Pension Plan
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Flexible work schedules may be available, dependent upon position
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

Visit https://www2.illinois.gov/cms/benefits/Pages/default.aspx for more information about our benefits.