Call Center Quality Assurance Analyst - Remote CA

Gainwell Technologies LLC; Sacramento (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

Leadership and technical development  

Job summary

Gainwell Technologies LLC seeks a detail-oriented Call Center Quality Assurance Analyst to monitor and evaluate customer interactions, ensuring accuracy, compliance, and a consistent customer experience across our contact center operations. You will analyze quality results, identify trends, participate in calibration sessions, and partner with Quality, Operations, and Training teams to drive improvements.

This 100% remote role offers a competitive benefits package and professional development

Qualifications

• At least 2 years of experience performing quality assurance in a high-volume call center.
• 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 call center experience preferred (Medi-Cal, Medicaid, Medicare, or health insurance).

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.

Skills

Quality assurance

Data analysis

Attention to detail

Microsoft Office

CRM usage

Healthcare call center

Tools

CRM systems

Quality monitoring tools

Reporting tools

Job description

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. 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 have a strong eye for detail, enjoy working with data, and are passionate about improving the customer experience, we'd love to hear from you.

• 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.

• 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.

• Regular collaboration with Quality, Operations, Training, and Leadership teams.
• Opportunity to directly contribute to improvements in quality, compliance, employee performance, and the customer experience.

100% remote position.

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. 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.

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.

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."