Remote Call Center QA Analyst — Elevate Customer Experience

Gainwell Technologies LLC; Ohio; Remote; USD 40.000 - 58.000; Vollzeit

Benefits dieser Stelle

401(k) match

Health benefits

Education assistance

Flexible vacation policy

Zusammenfassung

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support Oklahoma's Medicaid program. This role monitors and evaluates customer interactions to 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.

Qualifikationen

• At least 2 years of experience performing quality assurance in a high-volume call center.
• Experience evaluating customer interactions using quality standards, scorecards, and metrics.
• Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.
• Strong written and verbal communication and attention to detail.

Aufgaben

• Monitor and evaluate interactions to ensure quality standards, client requirements, policies, procedures, and performance expectations.
• Complete quality evaluations accurately and document findings and identify 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.

Kenntnisse

Quality assurance

Call center experience

Analytical skills

Attention to detail

Communication skills

Microsoft Office

CRM systems

Tools

CRM software

Quality monitoring tools

Reporting tools

Jobbeschreibung

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support Oklahoma's Medicaid program. This role monitors and evaluates customer interactions to 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.