[Remote] Call Center Quality Assurance Manager (Remote in West Coast USA)

Note: The job is a remote job and is open to candidates in USA. Gainwell Technologies is an innovative product company focused on serving healthcare needs. As a Call Center Quality Assurance Manager, you will lead quality assurance activities, collaborate with operational teams, and implement best practices to enhance performance and accuracy across all workstreams.

Responsibilities

• Maintain and improve a robust call center quality audit program
• Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center
• Provide transparent client communications around contractor operations and contractual performance
• Influence and partner to develop teams and individuals who contribute and support executing day-to-day delivery operations
• Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance; train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction
• Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities
• Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures
• Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance
• Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making

Skills

• Minimum of five (5) years of experience with implementing and managing call center quality control programs; and a minimum of five (5) years of experience leading and influencing large scopes of work in a highly matrixed environment
• Exceptional written and oral communication and people skills
• Demonstrated strategic initiative specifically with operating policies and procedures and work process improvements in operations
• Working knowledge of two or more healthcare business domains, such as Authorized Services, Customer Service Centers, Mailroom Operations, Pharmacy Services, or Provider Enrollment
• Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making
• Onsite role with ability to work in the Anchorage, AK office preferred, with the possibility of working remotely from another state for a highly qualified candidate

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.
• All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance.

Company Overview

• Gainwell Technologies is a provider of Information Technology & Services. It is a sub-organization of Veritas Capital. It was founded in 2009, and is headquartered in Irving, Texas, USA, with a workforce of 10001+ employees. Its website is https://www.gainwelltechnologies.com/.

Company H1B Sponsorship

• Gainwell Technologies has a track record of offering H1B sponsorships, with 90 in 2025, 78 in 2024, 56 in 2023, 96 in 2022, 33 in 2021. Please note that this does not guarantee sponsorship for this specific role.

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