Call Center Quality Assurance Analyst - Remote OK

Summary

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support Oklahoma's Medicaid program. In this role, you will monitor and evaluate customer interactions 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 have a strong eye for detail, enjoy working with data, 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 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.
• Experience evaluating 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 and attention to detail with the ability to accurately document and communicate quality findings.
• Strong written, verbal, and interpersonal communication skills.
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies.
• Healthcare, Medicaid, Medicare, health insurance, or other healthcare call center experience is preferred.

What you should expect in this role

• 100% remote position within the United States.
• Oklahoma residency is preferred but not required.
• Fast-paced, metrics-driven contact center supporting Oklahoma's Medicaid program.
• Regular collaboration with Quality, Operations, Training, and Leadership teams.
• Opportunity to directly contribute to improvements in quality, compliance, employee performance, and the customer experience.

*This posting is intended for pipelining. We will accept applications on an ongoing basis.

#LI-REMOTE

#LI-JA1