Remote Call Center QA Analyst - Medi-Cal Compliance

Gainwell Technologies LLC; Ohio; Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Flexible vacation policy

Job summary

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program in a fully remote role. You will monitor and evaluate customer interactions to ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, participate in calibration sessions, and collaborate with Quality, Operations, and Training teams to strengthen service delivery and drive continuous

Qualifications

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to established 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

Attention to detail

Analytical skills

Written communication

Interpersonal communication

Tools

Microsoft Office

CRM systems

Job description

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program in a fully remote role. You will monitor and evaluate customer interactions to ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, participate in calibration sessions, and collaborate with Quality, Operations, and Training teams to strengthen service delivery and drive continuous