CX Quality Assurance Manager (Remote in USA)

Gainwell Technologies LLC

8d • Remote

About The Position

At Gainwell, you’ll be part of an innovative organization committed to serving the healthcare needs of our communities. As a CX Quality Assurance Manager, you are a motivated and experienced leader with a strong background in quality assurance. In this role, you will oversee quality assurance teams supporting our contact center to ensure customer interactions meet the highest standards of excellence. You will develop high-performing teams, execute business strategies, and collaborate with account partners and clients to achieve SLAs, goals, and objectives. Additionally, you will lead the completion and delivery of QA assessments and initiatives, providing proactive recommendations to create seamless, frictionless customer experiences.

Requirements

• Minimum five (5) years of experience in a contact center environment, including people management in healthcare or business process outsourcing.
• At least three (3) years in a contact center quality assurance role (voice and/or non-voice) or experience managing operational quality performance.
• Proficiency in QA tools and software (CXOne, Verint) and strong knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Quality assurance certifications (e.g., Six Sigma, COPC) preferred.
• Advanced verbal and written communication skills with strong interpersonal abilities to work effectively across teams and leadership levels.
• Detail-oriented and highly organized, with proven ability to manage multiple priorities and deliver consistent results.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.

Nice To Haves

• Quality assurance certifications (e.g., Six Sigma, COPC) preferred.

Responsibilities

• Quality Monitoring: Oversee monitoring and evaluation of voice and non-voice interactions across all channels (phone, email, chat, transactions) to ensure exceptional customer experiences and compliance with company standards and applicable regulations.
• Employee Performance & Development: Build, develop, and lead QA teams for assigned accounts. Establish effective routines, leverage tools and reporting to drive performance, and provide ongoing coaching on key metrics (AHT, APT, Occupancy, Utilization, Quality scores). Foster engagement by removing obstacles and championing change.
• Data Analysis: Analyze QA data to identify trends and improvement opportunities. Collaborate with training, process improvement, and enterprise partners to enhance workflows. Utilize root cause analysis to determine drivers and present actionable insights to leadership and account partners.
• Customer/Client Experience: Cultivate relationships with account leaders and business partners to proactively address issues and improve customer experience. Gather and act on employee and client feedback to identify pain points and optimize service delivery.
• Collaboration: Partner with cross-functional teams to achieve SLAs and drive accountability through standard operating procedures. Identify and mitigate risks to improve performance and efficiency.

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees