Customer Experience Quality Assurance Associate

Customer Experience Quality Assurance Associate Location: Any city, OK, US, 99999 Work Mode: Virtual (Exception only) Summary As a Customer Experience Quality Assurance Associate at Gainwell, you will be responsible for monitoring and evaluating voice and non‑voice interactions for accuracy, compliance, and experience. This role supports our commitment to delivering exceptional member and provider experience and the assurance of accurate, 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, partnering with centralized and account teams to enhance employee, member, and client experiences. Your role in our mission Evaluate omni‑channel interactions (calls, emails, chat, and back‑office transactions) 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. Preferred Qualifications 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. What you should expect in this role Fully remote options from Contiguous US locations only. Video cameras must be used during all interviews, as well as during the initial week of orientation. The pay range for this position is [[salaryMin]]-[[salaryMid]] per year, however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors. 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. Gainwell Technologies is an Equal Opportunity Employer; 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.” #J-18808-Ljbffr Gainwell Technologies