Quality Analyst

Job not on LinkedIn

🕒 July 24

🇺🇸 United States – Remote

💵 $40.3k - $57.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

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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

• Evaluate omni-channel interactions, including calls, emails, chat, and back-office transactions, for compliance with quality standards and regulatory requirements • Attend and, when 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 • Conduct daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies, and procedures • Contribute to planning, execution, and delivery of quality initiatives • Partner with centralized and account teams to enhance employee, member, and client experiences

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • Two or more years of quality assurance experience, QA principles and methodologies, or subject matter expertise in evaluated areas • Subject matter expertise in one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS • Ability to collaborate with team members across multiple areas • Proficiency in Microsoft Office Suite and SharePoint • Familiarity with contact center and back-office quality platforms such as CXOne and Verint • Strong written and verbal communication skills • Ability to work effectively with diverse teams • Strong organizational and time management skills • Ability to work independently and collaboratively • Adaptability to change and continuous improvement • Ability to work Central Time office hours, 8 a.m.–5 p.m. • Video cameras required during interviews and the initial week of orientation

🏖️ Benefits

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