Quality Assurance Analyst (Call Center)

About The Company Gainwell Technologies is a leading provider of innovative healthcare solutions dedicated to improving the efficiency, quality, and accessibility of healthcare services. With a strong focus on leveraging technology and data analytics, Gainwell partners with government agencies, healthcare providers, and insurance organizations to deliver impactful solutions that enhance patient outcomes and operational performance. The company values collaboration, innovation, and inclusion, fostering a dynamic work environment that encourages professional growth and continuous learning. Recognized for its commitment to making healthcare work better for everyone, Gainwell offers a supportive and flexible workplace where employees can thrive and contribute meaningfully to meaningful projects. 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 pivotal role, you will monitor and evaluate customer interactions within our contact center to ensure compliance with established quality standards, policies, and procedures. Your insights will help maintain high service levels, identify performance trends, and support continuous improvement initiatives. Collaborating closely with Quality, Operations, and Training teams, you will contribute to enhancing the overall customer experience and operational efficiency. This role offers an excellent opportunity to make a tangible impact on healthcare services and gain valuable experience in a fast-paced, metrics-driven environment. 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.Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.Proven ability to participate in calibration sessions, identify quality trends, and recommend improvements.Strong analytical skills with high attention to detail and accuracy in documentation and reporting.Excellent written, verbal, and interpersonal communication skills.Proficiency with 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.Ability to work independently in a remote setting and manage time effectively.Residency in the Greater Sacramento area is preferred, but not mandatory. Responsibilities Monitor and evaluate customer interactions to ensure compliance with quality standards, policies, and procedures.Complete accurate and consistent quality evaluations, documenting findings and performance metrics.Identify recurring issues, performance gaps, and opportunities for process and service improvements.Participate in calibration sessions to ensure consistency in evaluation standards and scoring.Prepare detailed quality reports, analyzing trends and providing actionable insights to leadership teams.Collaborate with Quality, Operations, and Training teams to support coaching, training, and continuous improvement initiatives.Support the development and refinement of quality monitoring tools and procedures.Assist in implementing process improvements to enhance customer satisfaction and compliance. Benefits Competitive salary range of $43,100 - $61,600 per year, commensurate with experience and location.100% remote work opportunity, providing flexibility and work-life balance.Comprehensive health benefits including medical, dental, and vision coverage.Generous paid vacation and holiday leave policies.401(k) retirement plan with employer matching contributions.Educational assistance and opportunities for professional development.Access to leadership and technical development academies to enhance skills and career growth.Supportive work environment that values diversity, inclusion, and employee contributions. Equal Opportunity Gainwell Technologies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristics. We believe that a diverse workforce enriches our community and drives innovation, and we encourage individuals from all backgrounds to apply.