Remote Call Center QA Supervisor: Lead Quality & Growth

Gainwell Technologies; West Sacramento (CA); Remote; USD 58,000 - 83,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Educational assistance

Generous vacation policy

Leadership development academies

Job summary

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Supervisor to support California's Medi-Cal program. You will lead a team of QA professionals responsible for monitoring customer interactions, maintaining quality standards, and driving improvements in the customer experience.

You will coach and develop your team, analyze quality trends, lead calibration efforts, and collaborate with Operations, Training, and Leadership to turn insights into measurable performance

Qualifications

• 3+ years in quality assurance, monitoring, auditing, or contact center operations in a high-volume environment.
• 1+ year in leadership, supervisory, or team lead roles with employee development responsibility.
• Experience with call monitoring, quality evaluations, scoring, calibration, metrics, and coaching.

Responsibilities

• Lead and develop a team of QA professionals responsible for evaluating customer interactions and maintaining quality standards.
• Oversee monitoring activities, workload evaluation, scoring accuracy, and timely quality reviews.
• Lead calibration sessions with Operations, Training, and Leadership to ensure consistent standards and performance expectations.
• Analyze quality results and trends to identify gaps, root causes, and improvement opportunities.
• Translate insights into coaching, training, and process improvements to boost performance and customer experience.
• Prepare quality reports, scorecards, trends, and recommendations for leadership while supporting compliance.

Skills

Quality assurance

Leadership

Data analysis

Call center operations

Coaching

Tools

CRM software

Quality monitoring tools

Microsoft Office

Job description

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Supervisor to support California's Medi-Cal program. You will lead a team of QA professionals responsible for monitoring customer interactions, maintaining quality standards, and driving improvements in the customer experience.

You will coach and develop your team, analyze quality trends, lead calibration efforts, and collaborate with Operations, Training, and Leadership to turn insights into measurable performance