Call Center Quality Assurance Analyst - Remote CA

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. In this role, 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.

If you have a strong eye for detail, enjoy working with data, and are passionate about improving the customer experience, we'd love to hear from you.

Your role in our mission

• Monitor and evaluate customer interactions to ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations.
• Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities to improve quality, accuracy, compliance, and the customer experience.
• Analyze quality results and customer interaction trends to identify recurring issues, performance gaps, and opportunities for improvement.
• Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards.
• Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership.
• Partner with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives.

What We're Looking For

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
• Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.
• Strong analytical skills and attention to detail with the ability to accurately document and communicate quality findings.
• Strong written, verbal, and interpersonal communication skills.
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies.
• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

What You Should Expect In This Role

• 100% remote position.
• Greater Sacramento area residency is preferred.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with Quality, Operations, Training, and Leadership teams.
• Opportunity to directly contribute to improvements in quality, compliance, employee performance, and the customer experience.
• This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $43,100 - $61,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.