Early Career Quality Analyst

Summary

Gainwell Technologies is a company focused on improving healthcare operations and experiences through collaboration, innovation, and inclusion. The Early Career Quality Analyst monitors and evaluates omni-channel interactions and business processes for accuracy, compliance, and quality, while supporting audits, calibration sessions, issue resolution, and process improvements.

Responsibilities

• Evaluate omni-channel interactions (calls, emails, chat, and back-office transactions) - including complex cases, for compliance with quality standards and regulatory requirements
• Attend and, if required, facilitate or lead calibration sessions
• Share insights and align with stakeholders through regular engagement sessions
• Escalate and support resolution of unresolved matters, coaching referrals, and process improvement opportunities
• Recommend process and policy enhancements based on data-driven insights
• Utilize procedural and technology automation to improve QA efficiency and effectiveness
• Remain current with industry best practices for contact center and back-office quality assurance

Skills

• Bachelor's degree or equivalent combination of education and experience, including two or more years of quality assurance (QA principles and methodologies, or subject matter expertise of areas to be evaluated)
• Demonstrated subject matter expertise with one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS
• Demonstrated ability to collaborate with team members across multiple areas
• Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.)
• Strong written and verbal communication skills, with proven ability to work effectively with diverse teams
• Strong organizational and time management skills
• Skilled at working independently and collaboratively
• Demonstrated adaptability to change and continuous improvement

Qualifications

Must Haves

• Bachelor's degree or equivalent combination of education and experience, including two or more years of quality assurance (QA principles and methodologies, or subject matter expertise of areas to be evaluated)
• Demonstrated subject matter expertise with one or more MMIS functional areas: Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, DBO, or Provider Relations SURS
• Demonstrated ability to collaborate with team members across multiple areas
• Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.)
• Strong written and verbal communication skills, with proven ability to work effectively with diverse teams

Nice to Haves

• Strong organizational and time management skills
• Skilled at working independently and collaboratively
• Demonstrated adaptability to change and continuous improvement

Benefits

• Fully remote options from Contiguous US locations only
• All salaried, full-time candidates are eligible for our generous, flexible vacation policy
• A 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• A variety of leadership and technical development academies to help build your skills and capabilities