CX Quality Supervisor US

Gainwell Technologies LLC; Columbus (OH); Remote; USD 54,000 - 77,000; Full time

Job summary

Gainwell Technologies LLC is seeking a CX Quality Supervisor to monitor voice and non-voice interactions, ensuring accuracy, compliance, and outstanding member and provider experience. You will conduct daily reviews and audits, and partner with client and internal teams to meet standards and regulatory requirements.

This role leads QA operations, drives continuous improvement, coaches high‑performing teams, and champions audits and quality standards.

Qualifications

• 4+ years QA or subject matter experience.
• Bachelor’s Degree or equivalent combination of education and experience.
• Deep healthcare/Medicaid operations expertise, preferably Provider Enrollment.
• 1+ year of supervisory or team leadership experience.

Responsibilities

• Oversee daily QA activities and prioritize workload to ensure high-quality results.
• Identify quality trends and drive process improvements for efficiency and accuracy.
• Recruit, train, mentor, and evaluate employees while fostering learning.
• Lead internal audits, ensure adherence to quality standards and testing methodologies.
• Partner with cross-functional stakeholders to support process development and testing efforts.

Skills

Quality Assurance Leadership

Process Improvement

Analytical Thinking

Communication Skills

Technical & Testing Proficiency

Education

Bachelor's Degree

Job description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The CX Quality Supervisor is responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience). This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes. Responsibilities include conducting daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies and procedures. You may contribute to planning, execution, and delivery of quality initiatives. By partnering with centralized and account teams, your work will enhance employee, member, and client experiences to help achieve organizational goals.

Your role in our mission

• Lead Quality Assurance Operations (Knowledge of Provider Enrollment)Oversee daily quality assurance activities, prioritize team workload, and ensure consistent delivery of high-quality results that meet organizational and client expectations.
• Drive Continuous Improvement InitiativesIdentify quality trends, analyze performance data, and implement process improvements that enhance operational efficiency, accuracy, and service delivery.
• Develop and Coach High-Performing TeamsRecruit, train, mentor, and evaluate employees while fostering a culture of accountability, collaboration, and continuous learning.
• Champion Audit, Compliance, and Quality StandardsLead internal audit activities and ensure adherence to established quality management standards, testing methodologies, and operational requirements.
• Serve as a Trusted Quality Subject Matter Expert-Partner with cross-functional stakeholders to support process development, technology implementations, testing efforts, and service improvement initiatives that drive business success.

What we're looking for

• Quality Assurance LeadershipDemonstrated experience leading quality assurance programs, developing teams, and driving measurable improvements in performance and customer outcomes.
• Process Improvement & Quality Management ExpertiseStrong knowledge of quality management principles, quality control practices, root cause analysis, Six Sigma methodologies, and continuous improvement strategies.
• Analytical & Problem-Solving SkillsAbility to evaluate complex issues, interpret performance data, identify trends, and implement effective corrective actions.
• Communication & Relationship BuildingExcellent verbal and written communication skills with the ability to collaborate effectively with customers, stakeholders, and cross-functional teams.
• Technical & Testing ProficiencyExperience with quality monitoring systems, testing methodologies, operational technologies, scheduling tools, and business software applications used to support quality programs.

What you should expect in this role

4+ years Quality Assurance or subject matter experience.Bachelor’s Degree or equivalent combination of education and experience may be considered.Deep healthcare/Medicaid operations expertise, preferably in Provider EnrollmentOne or more years of supervisory or team leadership experience

Remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.

Remote role – required to have a home office or room with a door to separate from anyone in the house.

Hours are 8am-5pm punctuality is a must.

The pay range for this position is $54,200.00 - $77,400.00 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.

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.

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.