Remote CA Bilingual Call Center QA Analyst

RemoteFetch; West Sacramento (CA); Remote; USD 43,000 - 62,000; Full time

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 QA in a high-volume call center or contact center environment.
• Fluency in English and Spanish; ability to evaluate interactions in both languages.
• Experience evaluating interactions using established quality standards, scorecards, and performance metrics, including calibration.
• Proficiency with CRM systems and Microsoft Office.

Responsibilities

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

Skills

Bilingual English/Spanish

QA experience

Analytical skills

CRM systems

Tools

CRM software

Microsoft Office

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