Call Center Quality Assurance Supervisor

🕒 August 29

🏄 California – Remote

🏄 California – Remote

💵 $58k - $82.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 6%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Lead, coach, and develop a team of Quality Assurance professionals • Oversee quality monitoring activities, evaluation workloads, scoring accuracy, and timely completion of quality reviews • Lead calibration sessions and partner with Operations, Training, and Leadership to ensure consistency in quality standards, scoring, and performance expectations • Analyze quality results, performance data, and customer interaction trends to identify gaps, root causes, and opportunities for improvement • Translate quality insights into actionable coaching, training, and process improvement recommendations • Prepare and communicate quality reports, scorecards, trends, and recommendations to leadership • Support compliance and continuous improvement initiatives • Directly influence quality, compliance, employee performance, and the customer experience for California's Medi-Cal program

🎯 Requirements

• At least 3 years of experience in quality assurance, quality monitoring, quality auditing, or contact center operations within a high-volume call center or customer contact center environment • At least 1 year of leadership, supervisory, or team lead experience, including coaching and developing employees • Experience with call monitoring, quality evaluations, scoring, calibration, performance metrics, and employee coaching • Strong analytical and problem-solving skills with the ability to identify trends, determine root causes, and translate data into actionable recommendations • Strong written, verbal, interpersonal, and leadership communication skills • Proficiency with Microsoft Office • Experience using CRM, quality monitoring, reporting, or other contact center technologies • Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred

🏖️ Benefits

• Work flexibility • Learning and career development • Generous, flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies