Gainwell Technologies · 12 hours ago
Call Center Quality Assurance Manager (Remote in West Coast USA)
United States
Full-time
Remote
Senior Level
$91K/yr - $130K/yr
5+ years expGainwell Technologies is an innovative product company focused on serving healthcare needs. As a Call Center Quality Assurance Manager, you will lead quality assurance activities, collaborate with operational teams, and implement best practices to enhance performance and accuracy across all workstreams.
Health CareInformation Technology
Responsibilities
Maintain and improve a robust call center quality audit program
Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center
Provide transparent client communications around contractor operations and contractual performance
Influence and partner to develop teams and individuals who contribute and support executing day-to-day delivery operations
Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance; train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction
Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities
Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures
Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance
Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making
Qualification
Required
Minimum of five (5) years of experience with implementing and managing call center quality control programs; and a minimum of five (5) years of experience leading and influencing large scopes of work in a highly matrixed environment
Exceptional written and oral communication and people skills
Demonstrated strategic initiative specifically with operating policies and procedures and work process improvements in operations
Working knowledge of two or more healthcare business domains, such as Authorized Services, Customer Service Centers, Mailroom Operations, Pharmacy Services, or Provider Enrollment
Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making
Preferred
Onsite role with ability to work in the Anchorage, AK office preferred, with the possibility of working remotely from another state for a highly qualified candidate
Benefits
Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
Company provided computer for work use.
All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.
Company
Gainwell Technologies
Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital.
10001+ employees
H1B Sponsorship
Gainwell Technologies has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (90)
2024 (78)
2023 (56)
2022 (96)
2021 (33)
Funding
Current Stage
Late StageTotal Funding
$1M2023-06-06Grant· $1M
Leadership Team
Paul N. Saleh
President and Chief Executive Officer
Gary Call
Chief Medical Officer
Recent News
bloomberglaw.com
2025-12-12
GlobeNewswire
2025-12-11
Company data provided by crunchbase