Call Center Quality Assurance Supervisor - Remote CA

About the role

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Supervisor to support California's Medi-Cal program. In this role, you will lead a team of Quality Assurance professionals responsible for monitoring customer interactions, maintaining quality and compliance standards, and helping improve the overall customer experience. You will coach and develop your team, analyze quality trends, lead calibration efforts, and partner closely with Operations, Training, and Leadership to turn quality insights into measurable performance improvements.

Your role in our mission

• Lead, coach, and develop a team of Quality Assurance professionals responsible for evaluating customer interactions and maintaining consistent quality standards.
• 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 that strengthen employee performance and the customer experience.
• Prepare and communicate quality reports, scorecards, trends, and recommendations to leadership while supporting compliance and continuous improvement initiatives.

What We're Looking For

• 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 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 within California. Greater Sacramento area residency is preferred.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with Operations, Training, Workforce Management, and Leadership teams.
• Opportunity to lead a Quality Assurance team and directly influence quality, compliance, employee performance, and the customer experience.

The pay range for this position is $58,000 - $82,800 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

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.