Senior Quality Assurance - Lead

Summary

As a Senior Quality Assurance - Lead at Gainwell, you serve as a Quality Assurance (QA) subject matter expert (SME) for the Customer Experience (CX) organization, leveraging deep healthcare operations and quality expertise to provide hands-on QA support across new and existing programs, projects, and scopes of work. As an individual contributor, you drive execution of QA activities while supporting the achievement of account and operational deliverables. You provide peer coaching, mentoring, and escalation support, and partner closely with Accounts, Regions, and cross-functional stakeholders. Through collaboration, influence, and disciplined execution, quality standards are consistently applied, and goals and objectives are achieved.

What we're looking for

• 4+ years Quality Assurance subject matter experiences (including not limited to evaluating, leading calibrations, conducting audit routines, assessment studies and trend analysis, quality methodology and practices)
• A Bachelor's degree or equivalent experience
• Deep healthcare operations expertise, preferably in a Supervisory role / capacity in Medicaid / Medicare the voice (call center) and non-voice (back-office) area(s)
• Strong written and verbal communication skills; hands-on change management planning and execution experience; with demonstrated attention to detail and adaptability to respond to changing business needs
• Excellent organizational and time management skills; skilled at working independently and as part of a team with a proven track record of driving quality improvements
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (including Verint and CXOne)

What you should expect in this role

• Fully remote position
• Office Hours - 8a-5p central time
• Opportunity to travel through your work up to 25% of the time

Pay Range

The pay range for this position is $58,900 - $84,100 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.