Marketplace Quality Assurance Analyst

Job description

Job Requisition ID: 58051 Opening Date: 08/27/2026 Closing Date: 09/11/2026 Agency: Department of Insurance Class Title: EXECUTIVE I - 13851 Skill Option: None Bilingual Option: Spanish Salary: $6,135 - $8,790 (Anticipated starting salary $6,135/CBA Language applies) Job Type: Salaried Category: Full Time County: Cook Number of Vacancies: 1 Bargaining Unit Code: RC062 Technical Employees, AFSCME Merit Comp Code: This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position. All applicants who want to be considered for this position MUST apply electronically through the website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal. Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered. Why Work for Illinois? Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home. No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois. 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 for more information about our benefits. Work Hours: M-F; 8:30am - 5:00pm Requires the ability to report to the work location during work hours Headquarter Location: 115 S Lasalle St, Chicago, Illinois, 60603 Work County: Cook Agency Contact Email: Posting Group: Leadership & Management This position DOES contain “Specialized Skills” (as that term is used in CBAs). APPLICATION INSTRUCTIONS Use the “Apply” button at the top right or bottom right of this posting to begin the application process. If you are not already signed in, you will be prompted to do so. State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the homepage in the blue ribbon. Non-State employees should log in on the using the “View Profile” link in the top right of the homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account. If you have questions about how to apply, please see the following resources: State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid Non-State employees: on – click “Application Procedures” in the footer of every page of the website. The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: