Call Center Quality Assurance Lead - West Sacramento, CA (Hybrid)

Gainwell Technologies LLC•West Sacramento, CA

2d•$55,300 - $79,000•Hybrid

About The Position

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Lead to support California's Medi-Cal program. In this role, you will help ensure exceptional service by monitoring quality standards, coaching Customer Service Representatives, and partnering with Operations, Training, and Leadership to improve performance and maintain compliance. If you're passionate about quality, coaching, and helping teams deliver outstanding customer experiences, we'd love to hear from you.

Requirements

At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing in a high-volume call center or customer contact center environment.
Experience coaching employees using quality evaluations, performance metrics, and customer interaction reviews.
Strong analytical, written, verbal, and interpersonal communication skills.
Proficiency with Microsoft Office and experience using CRM, quality monitoring, or contact center technologies.

Nice To Haves

Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.

Responsibilities

Monitor and evaluate customer interactions to ensure compliance with quality standards, client requirements, and established policies and procedures.
Provide coaching and actionable feedback to Customer Service Representatives and Team Leads to improve quality, accuracy, and the overall customer experience.
Partner with Operations, Training, and Leadership to identify quality trends, recommend process improvements, and support continuous improvement initiatives.
Participate in calibration sessions and maintain consistency in quality evaluations, scoring, and performance expectations.
Prepare quality reports, analyze performance data, and communicate findings and recommendations to leadership.