Quality Assurance Analyst, Call Center
About The Company Gainwell Technologies is a leading provider of innovative healthcare technology solutions dedicated to improving the way healthcare works for everyone. We support critical government and commercial healthcare programs, focusing on enhancing operational efficiency, compliance, and customer experience. Our team is committed to collaboration, innovation, and inclusion, fostering an environment where employees can grow their careers while making a meaningful impact in the healthcare industry. At Gainwell, we value flexibility, continuous learning, and career development, offering comprehensive benefits and leadership opportunities to support our workforce. About The Role Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California’s Medi-Cal program. This position is primarily remote, with a preference for candidates residing in the Greater Sacramento area. The Call Center Quality Assurance Analyst will be responsible for monitoring and evaluating customer interactions to ensure compliance with established quality standards, policies, and client requirements. The role involves analyzing quality results, identifying performance trends, and collaborating with Quality, Operations, and Training teams to drive continuous improvement in service delivery. This position offers the opportunity to contribute directly to enhancing the customer experience and operational effectiveness within a fast-paced, metrics-driven contact center environment.
Qualifications
Minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment. Proven experience evaluating customer interactions using established quality standards, scorecards, and performance metrics. Experience participating in calibration sessions to ensure consistency in quality evaluations and identifying trends and gaps. Strong analytical skills with excellent attention to detail for accurate documentation and communication of quality findings. Effective written, verbal, and interpersonal communication skills. Proficiency with Microsoft Office applications and familiarity with CRM, quality monitoring, reporting, or other contact center technologies. Healthcare industry experience, particularly with Medi-Cal, Medicaid, Medicare, or health insurance call centers, is preferred. Ability to work independently in a remote work environment while collaborating with cross-functional teams.
Responsibilities
Monitor and evaluate customer interactions to ensure adherence to quality standards, client requirements, and regulatory compliance. Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities for improvement. Analyze quality results and interaction trends to detect recurring issues, performance gaps, and areas for enhancement. Participate in calibration sessions to promote consistency in scoring and interpretation of quality standards. Prepare detailed quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership. Collaborate with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives. Contribute to the development and refinement of quality monitoring tools and methodologies. Support compliance with all applicable policies, procedures, and regulatory requirements related to call center operations. Benefits 100% remote work opportunity with flexibility. Competitive salary range from $43,100 to $61,600 annually, commensurate with experience and geographic location. Generous and flexible vacation policy. 401(k) retirement plan with employer match. Comprehensive health benefits including medical, dental, and vision coverage. Educational assistance programs to support professional development. Access to leadership and technical development academies to build skills and capabilities. Inclusive and collaborative work culture focused on innovation and continuous growth. Equal Opportunity Gainwell Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.