Bilingual Call Center Quality Assurance Analyst - Remote CA

Gainwell Technologies; 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

Summary

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

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

If you are fluent in English and Spanish, have call center quality assurance experience, and are passionate about improving the customer experience, we'd love to hear from you.

Your role in our mission

Monitor and evaluate customer interactions in English and Spanish to ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations.

Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities to improve quality, accuracy, compliance, and the customer experience.

Analyze quality results and customer interaction trends to identify recurring issues, performance gaps, and opportunities for improvement.

Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards.

Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership.

Partner with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives.

What we're looking for

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment.
• Fluency in English and Spanish, with the ability to effectively evaluate customer interactions in both languages.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics, including participation in calibration sessions.
• Strong analytical skills and attention to detail, with the ability to identify quality trends, performance gaps, and improvement opportunities and clearly communicate findings.
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies. Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

What you should expect in this role

• 100% remote position.
• Candidates must reside in California.
• Greater Sacramento area residency is preferred.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with Quality, Operations, Training, and Leadership teams.

The pay range for this position is $43,100 - $61,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.