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.

Serves as a Quality Assurance (QA) subject matter expert for the Customer Experience (CX) organization, leveraging deep healthcare operations and quality expertise to provide hands‑on QA support across new and existing programs, projects, and scopes of work. As an individual contributor, drives execution of QA activities while supporting the achievement of account and operational deliverables. Provides peer coaching, mentoring, and escalation support, and partners closely with Accounts, Regions, and cross‑functional stakeholders. Through collaboration, influence, and disciplined execution, quality standards are consistently applied, and goals and objectives are achieved.

Your role in our mission

• Support, and as needed perform quality evaluations across all channels (call center and back-office work), completing required and targeted assessments, testing, audits, and retesting (complex and non‑complex) to validate controls, corrective actions, and sustained compliance.
• Analyze objective and subjective evidence to assess quality, identify root causes, support training and process improvement feedback loops and improve performance; serve as escalation support to QA team members and assist leader with unresolved or high‑risk issues.
• Provide hands-on support for DDIs, GTGs, and projects as assigned.
• Serve as peer coach, mentor, and provide work guidance to QA and Operations team members.
• Serve as a subject matter expert and escalation resource for complex quality issues; drive consistency through calibration and standardized evaluation practices (engagement and facilitation).
• Partner with leaders and staff to maintain and enhance DLPs, SOPs, and support documentation and collateral to support consistent execution of work.
• Collect, analyze, and trend quality and defect metrics; deliver concise written and verbal reporting with actionable insights and recommended solutions for leaders and stakeholders.
• Partner cross‑functionally with Operations, Compliance, Legal, and business leaders to support QA initiatives, projects, and external audits while mitigating regulatory and operational risk.

What we're looking for

• 4+ years Quality Assurance subject matter experiences (including not limited to evaluating, leading calibrations, conducting audit routines, assessment studies and trend analysis, quality methodology and practices); and a Bachelor's degree or equivalent experience.
• Deep healthcare operations expertise, preferably in a Supervisory role / capacity in Medicaid / Medicare the voice (call center) and non-voice (back-office) area(s).
• Strong written and verbal communication skills; hands-on change management planning and execution experience; with demonstrated attention to detail and adaptability to respond to changing business needs.
• Excellent organizational and time management skills; skilled at working independently and as part of a team with a proven track record of driving quality improvements.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (including Verint and CXOne).

What you should expect in this role

• Fully remote position. Region and Time Zones supported to be indicated at posting.
• Opportunity to travel through your work up to 25% of the time.

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $63,000.00 - $90,000.00 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.