Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is a healthcare technology and services company focused on improving healthcare operations and experiences. The Early Career Quality Analyst monitors and evaluates omni-channel interactions and back-office transactions for accuracy, compliance, and quality, while conducting audits, supporting calibration and resolution efforts, and recommending process improvements.
Responsibilities
- Evaluate omni-channel interactions (calls, emails, chat, and back-office transactions) - including complex cases, for compliance with quality standards and regulatory requirements
- Attend and, if required, facilitate or lead calibration sessions
- Share insights and align with stakeholders through regular engagement sessions
- Escalate and support resolution of unresolved matters, coaching referrals, and process improvement opportunities
- Recommend process and policy enhancements based on data-driven insights
- Utilize procedural and technology automation to improve QA efficiency and effectiveness
- Remain current with industry best practices for contact center and back-office quality assurance
Skills
- Bachelor's degree or equivalent combination of education and experience, including two or more years of quality assurance (QA principles and methodologies, or subject matter expertise of areas to be evaluated)
- Demonstrated subject matter expertise with one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS
- Demonstrated ability to collaborate with team members across multiple areas
- Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.)
- Strong written and verbal communication skills, with proven ability to work effectively with diverse teams
- Strong organizational and time management skills
- Skilled at working independently and collaboratively
- Demonstrated adaptability to change and continuous improvement
Benefits
- Fully remote options from Contiguous US locations only
- All salaried, full-time candidates are eligible for our generous, flexible vacation policy
- A 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- A variety of leadership and technical development academies to help build your skills and capabilities
Company Overview
Company H1B Sponsorship