Bilingual Call Center QA Analyst - Remote (English/Spanish)

Gainwell Technologies LLC; United States; Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

Generous vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a detail-oriented Bilingual Call Center Quality Assurance Analyst to support California's Medi-Cal program. You will monitor and evaluate interactions in English and Spanish to ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, identify trends, and participate in calibration sessions, partnering with Quality, Operations, and Training teams to strengthen service delivery.

Qualifications

• At least 2 years of experience performing quality assurance in a high-volume call center.
• Fluency in English and Spanish with ability to evaluate interactions in both languages.
• Experience using quality standards, scorecards, performance metrics, and calibration sessions.
• Strong analytical skills with attention to detail and ability to communicate findings.
• Proficiency with Microsoft Office and CRM or contact center technologies; healthcare call center experience preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to quality standards and policies.
• Complete quality evaluations, documenting findings and opportunities for improvement.
• Analyze quality results and trends to identify recurring issues and performance gaps.
• Participate in calibration sessions to maintain consistency in scoring.
• Prepare quality reports and communicate trends and recommendations to leadership.
• Partner with Quality, Operations, and Training teams to support coaching and process improvements.

Skills

Bilingual English/Spanish

Call center QA

Analytical skills

Microsoft Office

CRM experience

Tools

CRM systems

Quality monitoring tools

Reporting software

Job description

Gainwell Technologies is seeking a detail-oriented Bilingual Call Center Quality Assurance Analyst to support California's Medi-Cal program. You will monitor and evaluate interactions in English and Spanish to ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, identify trends, and participate in calibration sessions, partnering with Quality, Operations, and Training teams to strengthen service delivery.