[Hiring] CX Quality Supervisor @Gainwell Technologies LLC

Role Description

The CX Quality Supervisor 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. Responsibilities include conducting daily reviews and audits to ensure adherence to client, company, and regulatory standards, policies and procedures. You may contribute to planning, execution, and delivery of quality initiatives. By partnering with centralized and account teams, your work will enhance employee, member, and client experiences to help achieve organizational goals.

• Lead Quality Assurance Operations (Knowledge of claims)
  • Oversee daily quality assurance activities.
  • Prioritize team workload.
  • Ensure consistent delivery of high-quality results that meet organizational and client expectations.
• Drive Continuous Improvement Initiatives
  • Identify quality trends.
  • Analyze performance data.
  • Implement process improvements that enhance operational efficiency, accuracy, and service delivery.
• Develop and Coach High-Performing Teams
  • Recruit, train, mentor, and evaluate employees.
  • Foster a culture of accountability, collaboration, and continuous learning.
• Champion Audit, Compliance, and Quality Standards
  • Lead internal audit activities.
  • Conduct quality reviews.
  • Ensure adherence to established quality management standards, testing methodologies, and operational requirements.
• Serve as a Trusted Quality Subject Matter Expert
  • Partner with cross-functional stakeholders to support process development, technology implementations, testing efforts, and service improvement initiatives that drive business success.

Qualifications

• Demonstrated experience leading quality assurance programs, developing teams, and driving measurable improvements in performance and customer outcomes.
• Strong knowledge of quality management principles, quality control practices, root cause analysis, Six Sigma methodologies, and continuous improvement strategies.
• Ability to evaluate complex issues, interpret performance data, identify trends, and implement effective corrective actions.
• Excellent verbal and written communication skills with the ability to collaborate effectively with customers, stakeholders, and cross-functional teams.
• Experience with quality monitoring systems, testing methodologies, operational technologies, scheduling tools, and business software applications used to support quality programs.

Requirements

• 4+ years Quality Assurance or subject matter experience.
• Bachelor’s Degree or equivalent combination of education and experience may be considered.
• Deep healthcare/Medicaid operations expertise, preferably in Claims.
• 3+ years of supervisory or team leadership experience.
• Remote positions employees' Broadband Internet connections should have a minimum speed of 24MBS download and 8 MBS upload.
• Remote role – required to have a home office or room with a door to separate from anyone in the house. Hours are 8am-5pm; punctuality is a must.

Benefits

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