Customer Experience Quality Assurance Associate

Summary

As a Customer Experience Quality Assurance Associate at Gainwell, you will be responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience). This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes.

Responsibilities

• Evaluate omni-channel interactions (calls, emails, chat, and back-office transactions) - including complex cases, for compliance with quality standards and regulatory requirements.
• Attend and, if 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.

Requirements

• Demonstrated subject matter expertise with one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS.
• Demonstrated ability to collaborate with team members across multiple areas.
• Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.).
• Strong written and verbal communication skills, with proven ability to work effectively with diverse teams.

Qualifications

• Bachelor's degree or equivalent combination of education and experience, including two or more years of quality assurance (QA principles and methodologies, or subject matter expertise of areas to be evaluated).
• Strong organizational and time management skills.
• Skilled at working independently and collaboratively.
• Demonstrated adaptability to change and continuous improvement.

Pay

The pay range for this position is $40,300 - 57,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.