CX Quality Assurance Manager - Remote MT

Summary

As a CX Quality Assurance Manager, you will lead Quality Assurance teams supporting contact center operations and help ensure customer interactions consistently meet quality, compliance, and service expectations.

You will use quality data, performance insights, and root cause analysis to identify opportunities, strengthen operational performance, and improve the customer experience. You will partner with Operations, Training, Process Improvement, account leadership, and other cross-functional teams to translate quality findings into actionable business improvements.

Your role in our mission

• Lead and develop Quality Assurance teams supporting voice and non-voice contact center interactions, establishing clear performance expectations, operating routines, and accountability for results.
• Oversee quality monitoring, evaluations, and calibration practices to ensure customer interactions meet established quality standards, client requirements, and applicable regulations.
• Analyze quality and operational data to identify trends, root causes, performance gaps, and opportunities to improve customer experience and operational performance.
• Translate quality insights into actionable recommendations and partner with Operations, Training, Process Improvement, and account leadership to implement solutions.
• Monitor quality and operational performance measures, including quality scores, AHT, APT, occupancy, utilization, and other applicable metrics.
• Lead continuous improvement efforts, identify quality and compliance risks, and help ensure new processes, policies, and performance expectations are effectively implemented.

What we're looking for

• Minimum of five (5) years of contact center experience, including people leadership experience within healthcare, insurance, BPO, or another complex service environment.
• Minimum of three (3) years of contact center Quality Assurance experience, including voice and/or non-voice quality monitoring or responsibility for operational quality performance.
• Demonstrated experience leading and developing QA teams, establishing performance expectations, and driving accountability for results.
• Strong experience analyzing quality and operational data, performing root cause analysis, and translating findings into actionable business recommendations.
• Strong understanding of contact center performance metrics, quality monitoring methodologies, calibration practices, and continuous improvement.
• Working knowledge of NICE CXone, Verint, Microsoft Excel, and other contact center or quality technologies.
• Strong communication, analytical, problem-solving, and organizational skills with the ability to influence cross-functional partners and leadership; Six Sigma, COPC, or similar quality certification preferred.

What you should expect in this role

• Full-time, salaried position.
• Monday through Friday work schedule, with flexibility to support business and operational needs.
• Regular collaboration with Quality, Operations, Training, Process Improvement, account leadership, and other cross-functional partners.
• Lead quality performance across complex contact center operations supporting healthcare customers and clients.
• Use quality data, customer interactions, operational metrics, and root cause analysis to identify opportunities and influence business decisions.
• Opportunity to develop QA talent, strengthen quality practices, and directly influence customer experience and operational performance.
• Travel requirement of up to 10%.
• Company-provided computer equipment.
• Health benefits, including medical, dental, and vision, begin on the first day of employment.
• Eligible employees have access to Gainwell's 401(k) program and other company benefits.
• Remote and hybrid employees must maintain reliable broadband internet connectivity that meets company requirements.
• Video participation is required during interviews and initial orientation activities.

We will accept applications for this position through September 18, 2026.

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