Remote Bilingual Call Center QA Analyst (EN/ES)

Gainwell Technologies; West Sacramento, Northern (CA, KY); Hybrid; USD 43,000 - 62,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) matching

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. 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

Qualifications

• At least 2 years of experience in QA within a high-volume call center or customer contact center.
• Fluency in English and Spanish is required.
• Experience evaluating interactions using scorecards and performance metrics, including calibration sessions.
• Strong analytical skills and attention to detail.

Responsibilities

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

Skills

Bilingual (English & Spanish)

Quality Assurance

Call Center Experience

Analytical Skills

Tools

Microsoft Office

CRM systems

Quality monitoring tools

Job description

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