Remote Call Center QA Analyst – Medi-Cal

Gainwell Technologies LLC; Oregon; Hybrid; USD 43,000 - 62,000; Full time

Benefits offered by this job

Vacation policy

401(k) employer match

Health benefits

Educational assistance

Leadership academies

Technical development academies

Job summary

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. 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, and partner with Quality, Operations, and Training teams to help strengthen service delivery.

Qualifications

• 2+ years of experience performing quality assurance in a high-volume call center or contact center.
• Experience evaluating interactions using established quality standards, scorecards, and metrics.
• Strong analytical skills and attention to detail with ability to document and communicate findings.
• Strong written, verbal, and interpersonal communication skills.

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

Quality assurance

Analytical skills

Attention to detail

Communication

Tools

Microsoft Office

CRM

Job description

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. 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, and partner with Quality, Operations, and Training teams to help strengthen service delivery.