Quality Assurance Analyst, Call Center

About The Company

Gainwell Technologies is a leading provider of innovative healthcare technology solutions dedicated to improving the efficiency and quality of healthcare delivery. With a focus on supporting government health programs such as Medicaid, Medicare, and other health insurance initiatives, Gainwell leverages advanced data analytics, cloud-based platforms, and expert consulting to enhance operational performance. The company values diversity, inclusion, and continuous learning, fostering a collaborative environment that encourages professional growth. Recognized for its commitment to making healthcare work better for everyone, Gainwell partners with public sector agencies to deliver impactful solutions that promote accessibility, compliance, and customer satisfaction.

About The Role

The Call Center Quality Assurance Analyst at Gainwell Technologies plays a vital role in maintaining and elevating the quality standards of customer interactions within California’s Medi-Cal program. This remote position requires a detail-oriented professional who will monitor, evaluate, and analyze customer service calls to ensure adherence to established quality standards, policies, and compliance requirements. The analyst will collaborate closely with Quality, Operations, and Training teams to identify performance trends, recommend process improvements, and support coaching initiatives. The ideal candidate will have a passion for data analysis, a keen eye for detail, and a commitment to enhancing the customer experience. This role offers an excellent opportunity to contribute directly to the improvement of healthcare services while working in a fast-paced, metrics-driven environment.

Qualifications

• Minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact environment.
• Proficiency in evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience participating in calibration sessions and analyzing quality trends and performance gaps.
• Strong analytical skills with exceptional attention to detail.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office Suite and familiarity with CRM, quality monitoring, and reporting tools.
• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.
• Ability to work independently in a remote setting and manage time effectively.
• Residency in the Greater Sacramento area is preferred.

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards, policies, and procedures.
• Complete accurate and consistent quality evaluations, documenting findings and identifying opportunities for improvement.
• Analyze quality results and customer interaction data to identify recurring issues, performance gaps, and improvement opportunities.
• Participate in calibration sessions to ensure consistency in evaluation standards and scoring.
• Prepare detailed quality reports and communicate findings, trends, and recommendations to leadership teams.
• Partner with Quality, Operations, and Training teams to support coaching, process enhancements, and continuous improvement initiatives.
• Support initiatives aimed at improving customer experience, compliance, and operational efficiency.
• Maintain up-to-date knowledge of healthcare regulations and program requirements relevant to Medi-Cal.

Benefits

• Competitive salary range of $43,100 - $61,600 per year, commensurate with experience and location.
• 100% remote work flexibility, allowing for a healthy work-life balance.
• Generous, flexible vacation policy to support personal and professional well-being.
• Comprehensive health benefits including medical, dental, and vision coverage.
• 401(k) retirement plan with employer matching contributions.
• Educational assistance and access to leadership and technical development programs.
• Opportunities for career advancement within a growing organization committed to employee development.
• Inclusive and collaborative work environment that values diversity and innovation.

Equal Opportunity

Gainwell Technologies is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all qualified applicants 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, or any other legally protected characteristics. We believe that diversity and inclusion are fundamental to our success and strive to foster a workplace that promotes respect, fairness, and equal opportunity for all.