Gainwell Technologies · 3 hours ago
CX Quality Assurance Manager (Remote in USA)
United States
Full-time
Remote
Senior Level
$93K/yr - $133K/yr
5+ years expGainwell Technologies is an innovative organization committed to serving the healthcare needs of our communities. As a CX Quality Assurance Manager, you will oversee quality assurance teams supporting the contact center to ensure exceptional customer interactions and develop high-performing teams to achieve business strategies.
Health CareInformation Technology
Responsibilities
Quality Monitoring: Oversee monitoring and evaluation of voice and non-voice interactions across all channels (phone, email, chat, transactions) to ensure exceptional customer experiences and compliance with company standards and applicable regulations
Employee Performance & Development: Build, develop, and lead QA teams for assigned accounts. Establish effective routines, leverage tools and reporting to drive performance, and provide ongoing coaching on key metrics (AHT, APT, Occupancy, Utilization, Quality scores). Foster engagement by removing obstacles and championing change
Data Analysis: Analyze QA data to identify trends and improvement opportunities. Collaborate with training, process improvement, and enterprise partners to enhance workflows. Utilize root cause analysis to determine drivers and present actionable insights to leadership and account partners
Customer/Client Experience: Cultivate relationships with account leaders and business partners to proactively address issues and improve customer experience. Gather and act on employee and client feedback to identify pain points and optimize service delivery
Collaboration: Partner with cross-functional teams to achieve SLAs and drive accountability through standard operating procedures. Identify and mitigate risks to improve performance and efficiency
Qualification
Required
Minimum five (5) years of experience in a contact center environment, including people management in healthcare or business process outsourcing
At least three (3) years in a contact center quality assurance role (voice and/or non-voice) or experience managing operational quality performance
Proficiency in QA tools and software (CXOne, Verint) and strong knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
Advanced verbal and written communication skills with strong interpersonal abilities to work effectively across teams and leadership levels
Detail-oriented and highly organized, with proven ability to manage multiple priorities and deliver consistent results
Preferred
Quality assurance certifications (e.g., Six Sigma, COPC)
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.
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