Remote Call Center QA Analyst – Healthcare Quality

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

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Flexible vacation policy

Development academies

Job summary

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

Qualifications

• 2+ years of QA experience in a high-volume call center or contact center.
• Experience evaluating interactions using quality standards, scorecards, and metrics.
• Experience participating in calibration sessions and identifying trends.
• Strong analytical skills and attention to detail with clear documentation.
• Strong written, verbal, and interpersonal communication.
• Proficiency with Microsoft Office and CRM/quality tools.
• Healthcare call center experience (Medi-Cal/Medicare) preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to 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

Analytical skills

Attention to detail

Communication skills

Tools

CRM software

Quality monitoring tools

Reporting tools

Job description

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