Remote Call Center QA Analyst - Medi-Cal

Gainwell Technologies LLC; California City (CA); Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Health benefits

Educational assistance

Job summary

Gainwell Technologies seeks a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. The role monitors and evaluates customer interactions, ensuring accuracy, compliance, and a consistent customer experience across our contact center operations.

Required are 2+ years in QA within a high-volume call center, with strong analytical skills and proficiency in Microsoft Office and CRM systems.

Qualifications

• 2+ years of experience performing quality assurance in a high-volume call center or contact center.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience calibrating evaluations to promote consistency in scoring and interpretation of standards.
• Strong analytical skills and meticulous documentation of quality findings.
• Proficiency with Microsoft Office and CRM or other contact center technologies.
• Healthcare, Medi-Cal, Medicaid, or health insurance call center experience preferred.

Responsibilities

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

Skills

Quality assurance

Data analysis

Attention to detail

MS Office

CRM familiarity

Tools

CRM software

Quality monitoring tools

Job description

Gainwell Technologies seeks a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. The role monitors and evaluates customer interactions, ensuring accuracy, compliance, and a consistent customer experience across our contact center operations.

Required are 2+ years in QA within a high-volume call center, with strong analytical skills and proficiency in Microsoft Office and CRM systems.