Associate Professional Quality - Remote WI

Gainwell Technologies LLC•Any city, OH

4d•$40,300 - $57,600•Remote

About The Position

The CX Associate Professional Quality monitors and evaluates voice and non-voice interactions for accuracy, compliance, and quality of experience. The role supports exceptional member and provider experiences and accurate, compliant work by measuring and analyzing calls, transactions, and related business processes. It involves daily reviews and audits to confirm adherence to client, company, and regulatory standards, policies, and procedures, and may contribute to planning, executing, and delivering quality initiatives. The position partners with centralized and account teams to improve employee, member, and client experiences and help achieve organizational goals. This is a 100% remote position supporting healthcare contact center and back-office operations. The employee must be available to work from 8:00 a.m. to 5:00 p.m. Central Time, regardless of location or time zone. The role operates in a fast-paced, quality-focused environment, involves cross-functional collaboration and continuous improvement, and requires managing multiple priorities while maintaining accuracy and adapting to evolving business and client needs. This posting is intended to build a pipeline of qualified candidates for anticipated future hiring needs; an immediate opening may not be available.

Requirements

Bachelor's degree or an equivalent combination of education and experience, including at least two years of quality assurance experience or relevant subject matter expertise.
Knowledge of Medicaid Management Information Systems (MMIS) operations, including one or more functional areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, Data/Back Office Operations (DBO), or Provider Relations/SURS.
Experience with quality assurance principles, monitoring methodologies, auditing practices, and performance evaluation.
Proficiency in Microsoft Office Suite and SharePoint.
Strong analytical, organizational, and communication skills, with the ability to collaborate across teams and communicate actionable insights.

Nice To Haves

Familiarity with quality monitoring platforms such as NICE CXone, Verint, or similar systems.

Responsibilities

Evaluate contact center interactions and back-office transactions, including complex cases, for accuracy, compliance, and adherence to established quality standards.
Conduct quality reviews and audits, analyze performance trends, and identify opportunities to improve operational effectiveness.
Participate in and, when appropriate, facilitate calibration sessions to promote consistency in quality evaluations and performance expectations.
Collaborate with operational teams and stakeholders to communicate quality findings, support coaching opportunities, and resolve identified issues.
Recommend process and policy improvements based on quality results, operational trends, and data-driven insights.
Use quality monitoring platforms, reporting tools, and automation to improve quality assurance efficiency and effectiveness.