Call Center Quality Assurance Analyst - Remote CA

Gainwell Technologies LLC; California City (CA); Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Health benefits

Educational assistance

Job summary

Gainwell Technologies seeks a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. The role monitors and evaluates customer interactions, ensuring accuracy, compliance, and a consistent customer experience across our contact center operations.

Required are 2+ years in QA within a high-volume call center, with strong analytical skills and proficiency in Microsoft Office and CRM systems.

Qualifications

• 2+ years of experience performing quality assurance in a high-volume call center or contact center.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience calibrating evaluations to promote consistency in scoring and interpretation of standards.
• Strong analytical skills and meticulous documentation of quality findings.
• Proficiency with Microsoft Office and CRM or other contact center technologies.
• Healthcare, Medi-Cal, Medicaid, or health insurance call center experience preferred.

Responsibilities

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

Skills

Quality assurance

Data analysis

Attention to detail

MS Office

CRM familiarity

Tools

CRM software

Quality monitoring tools

Job description

Call Center Quality Assurance Analyst - Medi-Cal Program

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

Responsibilities

• Monitor and evaluate customer interactions 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.

Requirements

• 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.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.
• Strong analytical skills and attention to detail with the ability to accurately document and communicate quality 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.

Benefits

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.

Location & Remote Working

100% remote position.

Pay

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.

Culture & Development

You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Equal Opportunity Employer

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.