Remote Call Center QA Analyst - Medi-Cal Program

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

Benefits offered by this job

401(k) employer match

Health benefits

Educational assistance

Generous vacation policy

Job summary

Gainwell Technologies LLC 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.

This full-time, remote role requires at least 2 years of QA experience in a high-volume call center, experience with scorecards and calibration, and strong analytical skills.

Qualifications

• At least 2 years of QA experience in a high-volume call center or similar environment.
• Experience evaluating interactions using scorecards and metrics.
• Experience calibration sessions and identifying quality trends.
• Strong analytical skills with ability to document and communicate findings.
• Proficiency with Microsoft Office and CRM or contact center technologies.
• Healthcare call center experience is preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure adherence to quality standards and policies.
• Complete quality evaluations accurately and document findings and opportunities for improvement.
• Analyze results and trends to identify recurring issues and gaps.
• Participate in calibration sessions to ensure consistency in scoring and standards.
• Prepare quality reports and communicate trends to Quality and Operations leadership.
• Partner with teams to support coaching and continuous improvement initiatives.

Skills

Quality assurance

Analytical skills

Attention to detail

Tools

CRM tools

Microsoft Office

Quality monitoring tools

Job description

Gainwell Technologies LLC 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.

This full-time, remote role requires at least 2 years of QA experience in a high-volume call center, experience with scorecards and calibration, and strong analytical skills.