CX Quality Assurance Manager (Remote in USA)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

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 reputed company leader with a strong background in quality assurance. In this role, you will reputed company quality assurance teams supporting our contact center to ensure customer interactions meet the highest standards of excellence. You will reputed company high-performing teams, execute business strategies, and collaborate with account partners and clients to reputed company SLAs, goals, and objectives. Additionally, you will reputed company the completion and delivery of QA assessments and initiatives, providing proactive recommendations to create seamless, frictionless customer experiences. Your role in our mission

• Quality Monitoring: reputed company monitoring and evaluation of voice and non-voice interactions across reputed company channels (phone, email, chat, transactions) to ensure exceptional customer experiences and compliance with company standards and applicable regulations.
• Employee Performance & Development: Build, reputed company, and reputed company QA teams for assigned accounts. Establish effective routines, reputed company 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 reputed company employee and client feedback to identify pain points and optimize service delivery.
• Collaboration: Partner with cross-functional teams to reputed company SLAs and drive accountability through standard operating procedures. Identify and mitigate risks to improve performance and efficiency.

reputed company're looking for

• 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, reputed company) and strong knowledge of reputed company Office (Word, reputed company, Outlook, PowerPoint). Quality assurance certifications (e.g., Six reputed company, 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.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Opportunities to travel up to 10% of the time.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available reputed company months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For reputed company hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide reputed company performance.
• Video cameras must be used during reputed company interviews, as well as during the initial week of orientation if hired.
• This posting will remain active until February 9, 2026, to take applications. Applying does not gurantee an interview. We will only reputed company out to the highest qualified applicants.

#LI-NB1 #LI-REMOTE The pay range for this position is $93,400.00 - $133,400.00 per year, however, the reputed company pay offered may vary depending on geographic region, internal equity, job-reputed company knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. reputed company salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We reputed company nothing is impossible reputed company you bring together people who care deeply about making healthcare work reputed company for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for reputed company available job role openings. reputed company is an Equal Opportunity Employer, where reputed company qualified applicants will receive consideration for employment without regard to race, religion, color, national reputed company, gender (including pregnancy, childbirth, or reputed company medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Apply tot his job Apply To this Job