Remote Call Center Quality Assurance Pro

Gainwell Technologies LLC; United States; Remote; USD 40,000 - 58,000; Full time

Benefits offered by this job

401(k) employer match

Health benefits

Educational assistance

Generous vacation policy

Job summary

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support Oklahoma's Medicaid 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, or auditing in a high-volume call center.
• Experience evaluating interactions with established QA standards and metrics.
• Experience in calibration sessions and identifying quality trends.

Responsibilities

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

Skills

Quality assurance

Call center

Data analysis

Microsoft Office

CRM systems

Healthcare experience

Job description

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support Oklahoma's Medicaid 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.