Gainwell Technologies
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 -----------
Gainwell Technologies(https://himalayas.app/companies/gainwell-technologies) is seeking a detail-oriented Bilingual Call Center Quality Assurance Analyst to support California's Medi-Cal program. In this role, you will monitor and evaluate customer interactions in English and Spanish to help ensure accuracy, compliance, and a consistent customer experience across our contact center operations.
You will analyze quality results, identify performance trends, participate in calibration sessions, and partner with Quality, Operations, and Training teams to help strengthen service delivery.
If you are fluent in English and Spanish, have call center quality assurance experience, and are passionate about improving the customer experience, we'd love to hear from you.
Your role in our mission ----------------------------
Monitor and evaluate customer interactions in English and Spanish to ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations. Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities to improve quality, accuracy, compliance, and the customer experience. Analyze quality results and customer interaction trends to identify recurring issues, performance gaps, and opportunities for improvement. Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards. Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership. Partner with Quality, …truncated… and w…
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