Remote Call Center QA Lead - Quality & Coaching

Gainwell Technologies; West Sacramento (CA); Hybrid; USD 55,000 - 79,000; Full time

Job summary

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Lead to support California's Medi-Cal program in West Sacramento. You will monitor quality standards, coach Customer Service Representatives, and partner with Operations, Training, and Leadership to improve performance and ensure compliance.

The role offers a hybrid work arrangement with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, and a pay range reflecting California market rates.

Qualifications

• At least 2 years of quality assurance in a high-volume call center or contact center.
• Experience coaching employees using quality evaluations and performance metrics.
• Strong analytical, written, and verbal communication skills.
• Proficiency with Microsoft Office and CRM/quality monitoring tools.
• Healthcare/ Medi-Cal/ Medicaid or health insurance call center experience preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure quality and compliance.
• Provide coaching and actionable feedback to reps and team leads.
• Partner with Operations and Training to identify trends and drive improvements.
• Participate in calibration sessions and maintain consistent quality evaluations.
• Prepare quality reports and communicate findings to leadership.

Skills

Quality assurance

Coaching

Analytical

Microsoft Office

CRM tools

Job description

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Lead to support California's Medi-Cal program in West Sacramento. You will monitor quality standards, coach Customer Service Representatives, and partner with Operations, Training, and Leadership to improve performance and ensure compliance.

The role offers a hybrid work arrangement with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, and a pay range reflecting California market rates.