Customer Experience Quality Assurance Analyst-Anchorage, AK (Remote)

Gainwell Technologies LLC•Anchorage, AK

2d•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at HMS, a Gainwell Company carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. SummaryThe Customer Experience Quality Assurance Analyst 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.

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.
Strong organizational and time management skills.
Skilled at working independently and collaboratively.
Demonstrated adaptability to change and continuous improvement.

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.