Associate Professional Quality CT- Remote

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 CT 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 omni-channel interactions, including calls, emails, chats, and back-office transactions, for accuracy, quality, compliance, and adherence to regulatory requirements.
• Participate in and, when assigned, facilitate quality calibration sessions to support consistent evaluation practices.
• Communicate quality insights and trends through regular engagement with operational leaders and key stakeholders.
• Escalate unresolved quality concerns, coaching referrals, compliance risks, and process improvement opportunities.
• Recommend and support data-driven process, policy, and technology improvements that strengthen QA efficiency and effectiveness.

What we're looking for

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• Two or more years of quality assurance experience, including knowledge of QA principles and methodologies or subject-matter expertise in the area being evaluated.
• Demonstrated subject matter expertise in one or more MMIS functional areas, including Omni-Channel/Contact Center Operations, Claims Processing, and Provider Relations.
• Proficiency in Microsoft Office Suite and SharePoint, with familiarity using contact-center or back-office quality platforms such as CXone or Verint.
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams and functional areas.

What you should expect in this role

This is a 100% remote position with 8-hour shifts scheduled Monday through Friday during standard business operating hours.

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“The deadline to submit applications for this posting is 10/15/2026”

The pay range for this position is $40,300.00 - $57,600.00 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.