Call Center Quality Assurance Analyst

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $43.1k - $61.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔧 QA Engineer (Quality Assurance)

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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

• Monitor and evaluate customer interactions for adherence to quality standards, client requirements, policies, procedures, and performance expectations • Complete quality evaluations and document findings and improvement opportunities • Analyze quality results and customer interaction trends • Identify recurring issues, performance gaps, and improvement opportunities • Participate in calibration sessions to promote consistency in evaluations, scoring, and interpretation of standards • Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership • Partner with Quality, Operations, and Training teams on coaching, process improvements, and continuous improvement initiatives • Support California's Medi-Cal program and contact center operations

🎯 Requirements

• 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 • Ability to accurately document and communicate quality findings • Strong written, verbal, and interpersonal 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