Job Description

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

The CX Associate Professional Quality is responsible for monitoring and evaluating voice and non-voice interactions (accuracy, compliance, and experience). This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, and compliant work through measurement and analysis of calls, transactions, and related business processes. Responsibilities include conducting daily reviews and audits to ensure adherence to client, company, and regulatory 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.

Your role in our mission

• Evaluate contact center interactions and back-office transactions, including complex cases, to ensure accuracy, compliance, and adherence to established quality standards.
• Conduct quality reviews and audits, analyze performance trends, and identify opportunities to improve operational effectiveness.
• Participate in and, when appropriate, facilitate calibration sessions to promote consistency in quality evaluations and performance expectations.
• Collaborate with operational teams and stakeholders to communicate quality findings, support coaching opportunities, and resolve identified issues.
• Recommend process and policy improvements based on quality results, operational trends, and data-driven insights.
• Leverage quality monitoring platforms, reporting tools, and automation to improve quality assurance efficiency and effectiveness.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience, including at least two years of quality assurance experience or relevant subject matter expertise.
• Demonstrated knowledge of Medicaid Management Information Systems (MMIS) operations, including one or more functional areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, Data/Back Office Operations (DBO), or Provider Relations/SURS.
• Experience with quality assurance principles, monitoring methodologies, auditing practices, and performance evaluation.
• Proficiency in Microsoft Office Suite and SharePoint, with familiarity using quality monitoring platforms such as NICE CXone, Verint, or similar systems.
• Strong analytical, organizational, and communication skills, with the ability to collaborate effectively across teams and communicate actionable insights.

What you should expect in this role

• 100% remote position with the flexibility to work from home.
• Must be available to work 8:00 a.m. to 5:00 p.m. Central Time, regardless of location or time zone.
• Work in a fast-paced, quality-focused environment supporting healthcare contact center and back-office operations.
• Collaborate with cross-functional teams to support operational goals and continuous improvement initiatives.
• Manage multiple priorities while maintaining accuracy, attention to detail, and established performance expectations.
• Adapt to evolving business needs, client requirements, and operational processes.

Please note: This posting is intended to build a pipeline of qualified candidates for anticipated future hiring needs. While there may not be an immediate opening, we encourage interested candidates to apply for consideration as opportunities become available.

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The pay range for this position is $40,300 - $57,600 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related 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. All 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 believe nothing is impossible when you bring together people who care deeply about making healthcare work better 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 all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.