Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Lead to support California's Medi-Cal program. In this role, you will help ensure exceptional service by monitoring quality standards, coaching Customer Service Representatives, and partnering with Operations, Training, and Leadership to improve performance and maintain compliance.

If you're passionate about quality, coaching, and helping teams deliver outstanding customer experiences, we'd love to hear from you.

Your role in our mission

• Monitor and evaluate customer interactions to ensure compliance with quality standards, client requirements, and established policies and procedures.
• Provide coaching and actionable feedback to Customer Service Representatives and Team Leads to improve quality, accuracy, and the overall customer experience.
• Partner with Operations, Training, and Leadership to identify quality trends, recommend process improvements, and support continuous improvement initiatives.
• Participate in calibration sessions and maintain consistency in quality evaluations, scoring, and performance expectations.
• Prepare quality reports, analyze performance data, and communicate findings and recommendations to leadership.

What we're looking for

• At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing in a high-volume call center or customer contact center environment.
• Experience coaching employees using quality evaluations, performance metrics, and customer interaction reviews.
• Strong analytical, written, verbal, and interpersonal communication skills.
• Proficiency with Microsoft Office and experience using CRM, quality monitoring, or contact center technologies.
• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

What you should expect in this role

• Must reside in the Greater Sacramento area.
• Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, based on business needs.
• Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
• Regular collaboration with Operations, Training, Workforce Management, and Leadership teams.
• Opportunity to make a meaningful impact by improving quality, compliance, and the customer experience.

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

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The pay range for this position is $55,300 - $79,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.