QA Analyst - Call Center

About The Company Gainwell Technologies is a leading provider of innovative healthcare IT solutions, dedicated to improving healthcare delivery and outcomes. With a focus on supporting government health programs such as Medicaid, Medicare, and other health initiatives, Gainwell leverages cutting-edge technology and data-driven insights to enhance operational efficiency and compliance. The company values collaboration, innovation, and inclusion, fostering a dynamic work environment where employees are empowered to make a meaningful impact on healthcare systems. Gainwell's commitment to professional development is reflected in its comprehensive training programs and career growth opportunities, making it an employer of choice for those passionate about transforming healthcare through technology. About The Role We are seeking a detail-oriented Call Center Quality Assurance Analyst to join our remote team supporting California's Medi-Cal program. In this role, you will be responsible for monitoring and evaluating customer interactions within our contact center operations to ensure they meet established quality standards, compliance requirements, and deliver a consistent, high-quality customer experience. Your insights will help identify performance trends, areas for improvement, and support continuous quality enhancement initiatives. Collaborating closely with the Quality, Operations, and Training teams, you will play a vital role in maintaining and elevating service standards. This position offers an excellent opportunity to contribute to impactful healthcare programs while working in a fast-paced, metrics-driven environment that values accuracy, compliance, and customer satisfaction. Qualifications Minimum of 2 years of experience in quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact environment.Proven ability to evaluate customer interactions using established quality standards, scorecards, and performance metrics.Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.Strong analytical skills with exceptional attention to detail and accuracy in documentation and reporting.Excellent written, verbal, and interpersonal communication skills.Proficiency in Microsoft Office Suite and familiarity with CRM, quality monitoring, reporting, or contact center technologies.Healthcare industry experience, particularly with Medi-Cal, Medicaid, Medicare, or health insurance call centers, is preferred.Residency in the Greater Sacramento area is preferred, though remote candidates are encouraged to apply. Responsibilities Monitor and evaluate customer interactions to ensure compliance with quality standards, policies, and procedures.Complete thorough and consistent quality assessments, documenting findings and identifying opportunities for improvement.Analyze quality results and customer interaction data to detect recurring issues, performance gaps, and trends.Participate actively in calibration sessions to promote consistency in evaluation and scoring methodologies.Prepare detailed quality reports and communicate findings, trends, and recommendations to leadership teams.Collaborate with Quality, Operations, and Training teams to support coaching, process improvements, and ongoing quality initiatives.Assist in developing and refining quality standards and evaluation tools to enhance service delivery.Support continuous improvement efforts by providing actionable insights and feedback based on data analysis. Benefits Competitive salary range of $43,100 - $61,600 per year, commensurate with experience and location.100% remote work flexibility, allowing for a healthy work-life balance.Comprehensive health benefits including medical, dental, and vision coverage.Generous paid time off and flexible vacation policy.401(k) retirement plan with employer match to support your financial future.Educational assistance and access to leadership and technical development programs.Opportunities for career advancement within a growing organization committed to employee development.Inclusive work environment that values diversity and equal opportunity. Equal Opportunity Gainwell Technologies is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy and related medical conditions), age, sexual orientation, gender identity or expression, protected veteran status, disability, or any other legally protected characteristic. We believe that diversity fosters innovation and drives success, and we welcome applicants from all backgrounds to join our team and contribute to our mission of improving healthcare for everyone.