CX Quality Assurance, Lead

Gainwell Technologies LLC

3d•Remote

About The Position

In this lead role, the Advisor serves as a quality assurance expert guiding Customer Experience (CX) operational launches and ramps and driving complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.

Requirements

9+ years of experience in healthcare - quality assurance, compliance/audit, or operations, with a Bachelor’s degree or equivalent combination of education and experience
Working knowledge of healthcare regulations and standards, including FCC calling standards, HIPAA privacy and security, EFT fraud‑prevention controls, Secret Shopper programs, and compliance documentation/reporting
Strong analytical, problem‑solving, and program delivery skills, with experience influencing both tactical and strategic initiatives
High attention to detail with proven experience using systems and data to analyze performance; advanced MS Excel and PowerPoint skills required.
Leadership capability to coach and mentor others and drive outcomes through influence without direct reporting authority

Responsibilities

Serve as QA expert guiding launches, ramps, and transformation efforts ensuring adherence to established and evolving quality standards from scope definition through go-live and stabilization
Coordinate QA operational readiness activities, knowledge transfer, and go-live validation
Partner to design QA metrics and feedback loops to assess program effectiveness; proactively monitor KPIs and control effectiveness, identify compliance gaps or quality assurance performance risks and solution and mitigate
Support business development efforts by representing CX QA sharing capabilities and outline quality assurance rigor, results, and value with internal clients, contributing written responses to client evaluations, solution design, or proposal development
Provide thought leadership influencing enterprise-wide planning, prioritization, and implementation of quality initiatives, programs, and projects bringing customer (member / provider) centric thinking to evolve solutions across processes, capabilities, and tools
Develop and deliver change management and communication strategies that support adoption of QA automation, tools, and rigor to ensure alignment, and sustained execution across CX teams, vendors, and enterprise partners.
Provide peer coaching and mentoring, bringing diverse perspectives, utilizing teaching methodologies and leveraging reporting, data, and analytics to further individual and team performance; partner with leaders to monitor key performance indicators and communicate updates.
Remain current on CMS trends, benchmarks, and emerging practices, recommending and implementing approved enhancements to maintain competitiveness and strengthen QA maturity