Remote Call Center Quality Assurance Analyst

RemoteFetch; West Sacramento (CA); Remote; USD 43,000 - 62,000; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

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, participate in calibration sessions, and partner with Quality, Operations, and Training teams to help strengthen service delivery.

Qualifications

• 2+ years in quality assurance/monitoring within high-volume call centers.
• Experience evaluating interactions using established standards and scorecards.
• Ability to identify trends and opportunities for improvement.
• Strong written and verbal communication skills; detail oriented.

Responsibilities

• Monitor and evaluate interactions against quality standards, policies, and performance expectations.
• Complete quality evaluations accurately and document findings.
• Analyze quality results to identify recurring issues and improvement opportunities.
• Participate in calibration sessions to ensure consistent scoring.
• Prepare quality reports and communicate trends to leadership.
• Collaborate with Quality, Operations, and Training teams on coaching and process improvements.

Skills

Quality assurance

Quality monitoring

Data analysis

CRM systems

Microsoft Office

Communication skills

Tools

CRM software

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, participate in calibration sessions, and partner with Quality, Operations, and Training teams to help strengthen service delivery.