Associate Professional Quality- Remote

Gainwell Technologies LLC

1d•$37,500 - $53,500•Remote

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. SummaryThe CX Associate Professional Quality is responsible for monitoring and evaluating the quality across call center and back-office transactional operations. This role supports our commitment to delivering exceptional, accurate, and compliant work through measurement, analysis, and review of calls, transactions, and related business processes. Responsibilities include conducting daily quality assurance reviews and audits to ensure adherence to Account and Company 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.Your role in our mission Evaluate customer interactions (calls, emails, chat, and back-office transactions), including complex cases, for compliance with quality standards and regulatory requirements. Participate in and occasionally lead calibration sessions to ensure consistency in evaluations. Share insights and align with stakeholders through regular engagement sessions. Escalate unresolved issues, including negative customer experiences, to appropriate levels. Analyze quality observations from both call center and back-office processes to identify trends and improvement opportunities. Recommend process and policy enhancements based on data-driven insights. Utilize procedural and technology automation to improve QA efficiency and effectiveness. Remain current with industry best practices for contact center and back-office quality assurance.

Requirements

Bachelor's degree or equivalent combination of education and experience.
Two or more years of quality assurance, including QA principles and methodologies, or subject matter expertise of area to be evaluated.
Demonstrated knowledge of Provider Enrollment and experience collaborating with operations teams across multiple areas.
Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.).
Strong written and verbal communication skills and ability to work effectively with diverse teams.

Responsibilities

Evaluate customer interactions (calls, emails, chat, and back-office transactions), including complex cases, for compliance with quality standards and regulatory requirements.
Participate in and occasionally lead calibration sessions to ensure consistency in evaluations.
Share insights and align with stakeholders through regular engagement sessions.
Escalate unresolved issues, including negative customer experiences, to appropriate levels.
Analyze quality observations from both call center and back-office processes to identify trends and improvement opportunities.
Recommend process and policy enhancements based on data-driven insights.
Utilize procedural and technology automation to improve QA efficiency and effectiveness.
Remain current with industry best practices for contact center and back-office quality assurance.