Call Center Quality Assurance Supervisor - Remote CA

Gainwell Technologies LLC•West Sacramento, CA

2d•$58,000 - $82,800•Remote

About The Position

Gainwell Technologies is seeking an experienced Call Center Quality Assurance Supervisor to support California's Medi-Cal program. In this role, you will lead a team of Quality Assurance professionals responsible for monitoring customer interactions, maintaining quality and compliance standards, and helping improve the overall customer experience. You will coach and develop your team, analyze quality trends, lead calibration efforts, and partner closely with Operations, Training, and Leadership to turn quality insights into measurable performance improvements. If you're a quality-focused leader who enjoys developing people, using data to solve problems, and helping contact center teams perform at their best, we'd love to hear from you.

Requirements

At least 3 years of experience in quality assurance, quality monitoring, quality auditing, or contact center operations within a high-volume call center or customer contact center environment.
At least 1 year of leadership, supervisory, or team lead experience, including coaching and developing employees.
Experience with call monitoring, quality evaluations, scoring, calibration, performance metrics, and employee coaching.
Strong analytical and problem-solving skills with the ability to identify trends, determine root causes, and translate data into actionable recommendations.
Strong written, verbal, interpersonal, and leadership communication skills.
Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies.

Nice To Haves

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

Responsibilities

Lead, coach, and develop a team of Quality Assurance professionals responsible for evaluating customer interactions and maintaining consistent quality standards.
Oversee quality monitoring activities, evaluation workloads, scoring accuracy, and timely completion of quality reviews.
Lead calibration sessions and partner with Operations, Training, and Leadership to ensure consistency in quality standards, scoring, and performance expectations.
Analyze quality results, performance data, and customer interaction trends to identify gaps, root causes, and opportunities for improvement.
Translate quality insights into actionable coaching, training, and process improvement recommendations that strengthen employee performance and the customer experience.
Prepare and communicate quality reports, scorecards, trends, and recommendations to leadership while supporting compliance and continuous improvement initiatives.