About The Company
Gainwell Technologies is a leading provider of technology solutions and services dedicated to transforming healthcare administration and improving patient outcomes. With a focus on innovation, quality, and customer-centricity, Gainwell partners with government agencies, healthcare organizations, and providers to deliver efficient, compliant, and scalable solutions. The company prides itself on fostering a collaborative and inclusive work environment that encourages professional growth, learning, and technological advancement.
Gainwell’s commitment to making healthcare work better for everyone is reflected in its comprehensive service offerings, cutting-edge technology, and dedicated team of professionals.
About The Role
We are seeking a detail-oriented Call Center Quality Assurance Analyst to join our remote team supporting California’s Medi-Cal program. In this role, you will be responsible for monitoring and evaluating customer interactions within our contact center operations to ensure they meet established quality standards, compliance requirements, and deliver a consistent, positive customer experience. Your insights and evaluations will play a crucial role in identifying performance trends, coaching opportunities, and process improvements.
This position offers a unique opportunity to contribute directly to enhancing service quality and operational efficiency in a fast-paced, metrics-driven environment. The ideal candidate will have a keen eye for detail, strong analytical skills, and a passion for improving customer service standards.
Qualifications
Minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a high-volume call center or contact center environment.
Proven experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
Experience participating in calibration sessions and identifying quality trends, performance gaps, and opportunities for improvement.
Strong analytical skills with the ability to accurately document, interpret, and communicate findings.
Excellent written, verbal, and interpersonal communication skills.
Proficiency with Microsoft Office Suite and familiarity with CRM, quality monitoring, reporting, or other contact center technologies.
Healthcare industry experience, particularly with Medi-Cal, Medicaid, Medicare, or health insurance call centers, is preferred.
Residency in the Greater Sacramento area is preferred, though this role is fully remote.
Responsibilities
Monitor and evaluate customer interactions to ensure compliance with quality standards, policies, and procedures.
Complete detailed quality evaluations accurately and consistently, documenting findings and areas for improvement.
Analyze quality results and customer interaction data to identify recurring issues, performance gaps, and opportunities for process enhancement.
Participate in calibration sessions with team members to ensure consistency in scoring and interpretation of quality standards.
Prepare comprehensive quality reports and communicate trends, insights, and recommendations to leadership teams.
Collaborate with Quality, Operations, and Training teams to support coaching initiatives, process improvements, and continuous quality enhancement projects.
Assist in developing and refining quality monitoring tools and procedures to ensure ongoing effectiveness.
Support training and onboarding efforts by providing feedback and insights based on quality evaluations.
Benefits
Competitive salary range of $43,100 - $61,600 per year, commensurate with experience and geographic location.
Fully remote work environment, providing flexibility and work-life balance.
Comprehensive health benefits including medical, dental, and vision coverage.
Generous and flexible vacation policy to promote well-being and personal time.
401(k) retirement plan with employer matching contributions.
Educational assistance and professional development programs, including leadership and technical training academies.
Opportunities for career growth within a dynamic and innovative organization.
Inclusive workplace culture that values diversity, collaboration, and continuous learning.
Equal Opportunity
Gainwell Technologies is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristics.
We believe that diverse teams foster innovation and excellence, and we welcome applicants from all backgrounds to join our mission of improving healthcare for everyone.