Remote CX Quality Associate – Compliance & QA

Gainwell Technologies; Delaware; Hybrid; USD 35,000 - 50,000; Full time

Benefits offered by this job

401(k) employer match

Health benefits

Generous vacation policy

Educational assistance

Job summary

Gainwell Technologies, a remote U.S. based employer, seeks an Associate Professional Quality to monitor and evaluate voice and non-voice interactions, ensuring accuracy and regulatory compliance.

You will support exceptional member and provider experiences through data-driven QA practices and cross-functional collaboration. The role requires a Bachelor's degree and 2+ years in QA, with proficiency in MS Office/SharePoint and QA platforms like CXOne and Verint.

Qualifications

• Bachelor's degree or equivalent
• 2+ years of QA principles/methodologies
• Subject matter expertise in MMIS areas
• Ability to collaborate across teams
• Proficiency with MS Office and SharePoint; familiarity with QA platforms

Responsibilities

• Evaluate omni-channel interactions for quality and compliance.
• Attend or lead calibration sessions when required.
• Share insights with stakeholders in regular sessions.
• Escalate unresolved matters and drive process improvements.
• Recommend policy enhancements based on data-driven insights.
• Utilize automation to improve QA efficiency and effectiveness.
• Stay current with QA best practices in contact center and back-office QA.

Skills

Team collaboration

Communication skills

QA principles

Education

Bachelor's degree or equivalent

Tools

CXOne

Verint

Job description

Gainwell Technologies, a remote U.S. based employer, seeks an Associate Professional Quality to monitor and evaluate voice and non-voice interactions, ensuring accuracy and regulatory compliance.

You will support exceptional member and provider experiences through data-driven QA practices and cross-functional collaboration. The role requires a Bachelor's degree and 2+ years in QA, with proficiency in MS Office/SharePoint and QA platforms like CXOne and Verint.