Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)

About the role

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Lead to support California's Medi-Cal program. In this role, you will help ensure exceptional service by monitoring quality standards, coaching Customer Service Representatives, and partnering with Operations, Training, and Leadership to improve performance and maintain compliance.

Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards, client requirements, and established policies and procedures
• Provide coaching and actionable feedback to Customer Service Representatives and Team Leads to improve quality, accuracy, and the overall customer experience
• Partner with Operations, Training, and Leadership to identify quality trends, recommend process improvements, and support continuous improvement initiatives
• Participate in calibration sessions and maintain consistency in quality evaluations, scoring, and performance expectations
• Prepare quality reports, analyze performance data, and communicate findings and recommendations to leadership

Requirements

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing in a high-volume call center or customer contact center environment
• Experience coaching employees using quality evaluations, performance metrics, and customer interaction reviews
• Strong analytical, written, verbal, and interpersonal communication skills
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, or contact center technologies

Qualifications

• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred

Pay

The pay range for this position is $55,300 - $79,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies to help build your skills and capabilities

Schedule

• Must reside in the Greater Sacramento area
• Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers