[Hiring] Associate Professional Quality CT @Gainwell Technologies LLC

Role Description

The CX Associate Professional Quality CT is responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience). This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes.

• Conduct daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies, and procedures.
• Contribute to planning, execution, and delivery of quality initiatives.
• Partner with centralized and account teams to enhance employee, member, and client experiences to help achieve organizational goals.

Your role in our mission:

• Evaluate omni-channel interactions, including calls, emails, chats, and back-office transactions, for accuracy, quality, compliance, and adherence to regulatory requirements.
• Participate in and, when assigned, facilitate quality calibration sessions to support consistent evaluation practices.
• Communicate quality insights and trends through regular engagement with operational leaders and key stakeholders.
• Escalate unresolved quality concerns, coaching referrals, compliance risks, and process improvement opportunities.
• Recommend and support data-driven process, policy, and technology improvements that strengthen QA efficiency and effectiveness.

Qualifications

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• Two or more years of quality assurance experience, including knowledge of QA principles and methodologies or subject-matter expertise in the area being evaluated.
• Demonstrated subject matter expertise in one or more MMIS functional areas, including Omni-Channel/Contact Center Operations, Claims Processing, and Provider Relations.
• Proficiency in Microsoft Office Suite and SharePoint, with familiarity using contact-center or back-office quality platforms such as CXone or Verint.
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams and functional areas.

Requirements

• This is a 100% remote position with 8-hour shifts scheduled Monday through Friday during standard business operating hours.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build your skills and capabilities.