CX Quality Assurance Manager - Remote MT

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

About the Role

As a CX Quality Assurance Manager, you will lead Quality Assurance teams supporting contact center operations and help ensure customer interactions consistently meet quality, compliance, and service expectations. You will use quality data, performance insights, and root cause analysis to identify opportunities, strengthen operational performance, and improve the customer experience. You will partner with Operations, Training, Process Improvement, account leadership, and other cross-functional teams to translate quality findings into actionable business improvements.

Responsibilities

• Lead and develop Quality Assurance teams supporting voice and non-voice contact center interactions, establishing clear performance expectations, operating routines, and accountability for results.
• Oversee quality monitoring, evaluations, and calibration practices to ensure customer interactions meet established quality standards, client requirements, and applicable regulations.
• Analyze quality and operational data to identify trends, root causes, performance gaps, and opportunities to improve customer experience and operational performance.
• Translate quality insights into actionable recommendations and partner with Operations, Training, Process Improvement, and account leadership to implement solutions.
• Monitor quality and operational performance measures, including quality scores, AHT, APT, occupancy, utilization, and other applicable metrics.
• Lead continuous improvement efforts, identify quality and compliance risks, and help ensure new processes, policies, and performance expectations are effectively implemented.
• Travel requirement of up to 10%.

Requirements

• Minimum of five (5) years of contact center experience, including people leadership experience within healthcare, insurance, BPO, or another complex service environment.
• Minimum of three (3) years of contact center Quality Assurance experience, including voice and/or non-voice quality monitoring or responsibility for operational quality performance.
• Demonstrated experience leading and developing QA teams, establishing performance expectations, and driving accountability for results.
• Strong experience analyzing quality and operational data, performing root cause analysis, and translating findings into actionable business recommendations.
• Strong understanding of contact center performance metrics, quality monitoring methodologies, calibration practices, and continuous improvement.
• Working knowledge of NICE CXone, Verint, Microsoft Excel, and other contact center or quality technologies.
• Strong communication, analytical, problem-solving, and organizational skills with the ability to influence cross-functional partners and leadership.
• Six Sigma, COPC, or similar quality certification preferred.
• Remote and hybrid employees must maintain reliable broadband internet connectivity that meets company requirements.
• Video participation is required during interviews and initial orientation activities.

Benefits

• Health benefits, including medical, dental, and vision, begin on the first day of employment.
• Eligible employees have access to Gainwell's 401(k) program and other company 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.
• Company-provided computer equipment.

Schedule

• Full-time, salaried position.
• Monday through Friday work schedule, with flexibility to support business and operational needs.

Pay

The pay range for this position is $58,900.00 - $84,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.