Bilingual Call Center Quality Assurance Analyst - Remote CA

Summary

Gainwell Technologies is seeking a detail-oriented Bilingual Call Center Quality Assurance Analyst to support California's Medi-Cal program. In this role, you will monitor and evaluate customer interactions in English and Spanish to help ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, identify performance trends, participate in calibration sessions, and partner with Quality, Operations, and Training teams to help strengthen service delivery.

If you are fluent in English and Spanish, have call center quality assurance experience, and are passionate about improving the customer experience, we'd love to hear from you.

Your role in our mission

• Monitor and evaluate customer interactions in English and Spanish to ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations.
• Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities to improve quality, accuracy, compliance, and the customer experience.
• Analyze quality results and customer interaction trends to identify recurring issues, performance gaps, and opportunities for improvement.
• Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards.
• Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership.
• Partner with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives.

What we're looking for

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment.
• Fluency in English and Spanish, with the ability to effectively evaluate customer interactions in both languages.
• Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics, including participation in calibration sessions.
• Strong analytical skills and attention to detail, with the ability to identify quality trends, performance gaps, and improvement opportunities and clearly communicate findings.
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies. Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

What you should expect in this role

• 100% remote position.
• Candidates must reside in California.
• Greater Sacramento area residency is preferred.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with Quality, Operations, Training, and Leadership teams.

This position is being posted for pipeline purposes, and we welcome applications on an ongoing basis.

#LI-REMOTE

#LI-MA1