CX Quality Assurance Manager (Remote in USA)

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 At Gainwell, you’ll be part of an innovative organization committed to serving the healthcare needs of our communities. As a CX Quality Assurance Manager, you are a motivated and experienced leader with a strong background in quality assurance. In this role, you will oversee quality assurance teams supporting our contact center to ensure customer interactions meet the highest standards of excellence. You will develop high-performing teams, execute business strategies, and collaborate with account partners and clients to achieve SLAs, goals, and objectives. Additionally, you will lead the completion and delivery of QA assessments and initiatives, providing proactive recommendations to create seamless, frictionless customer experiences. Your role in our mission • Quality Monitoring: Oversee monitoring and evaluation of voice and non-voice interactions across all channels (phone, email, chat, transactions) to ensure exceptional customer experiences and compliance with company standards and applicable regulations. • Employee Performance & Development: Build, develop, and lead QA teams for assigned accounts. Establish effective routines, leverage tools and reporting to drive performance, and provide ongoing coaching on key metrics (AHT, APT, Occupancy, Utilization, Quality scores). Foster engagement by removing obstacles and championing change. • Data Analysis: Analyze QA data to identify trends and improvement opportunities. Collaborate with training, process improvement, and enterprise partners to enhance workflows. Utilize root cause analysis to determine drivers and present actionable insights to leadership and account partners. • Customer/Client Experience: Cultivate relationships with account leaders and business partners to proactively address issues and improve customer experience. Gather and act on employee and client feedback to identify pain points and optimize service delivery. • Collaboration: Partner with cross-functional teams to achieve SLAs and drive accountability through standard operating procedures. Identify and mitigate risks to improve performance and efficiency. What we're looking for • Minimum five (5) years of experience in a contact center environment, including people management in healthcare or business process outsourcing. • At least three (3) years in a contact center quality assurance role (voice and/or non-voice) or experience managing operational quality performance. • Proficiency in QA tools and software (CXOne, Verint) and strong knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint). Quality assurance certifications (e.g., Six Sigma, COPC) preferred. • Advanced verbal and written communication skills with strong interpersonal abilities to work effectively across teams and leadership levels. • Detail-oriented and highly organized, with proven ability to manage multiple priorities and deliver consistent results. What you should expect in this role • This is a full-time permanent regular salaried (W-2) employee position. • Monday through Friday work schedule (40 hours per week). • Opportunities to travel up to 10% of the time. • Health (medical, dental, vision) benefits start on day 1 of employment. • Company match 401K and other benefits available within months of starting. • New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date. • Company provided computer for work use. • For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance. • Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. • This posting will remain active until December 22, 2025, to take applications. Applying does not gurantee an interview. We will only reach out to the highest qualified applicants. #LI-NB1 #LI-REMOTE The pay range for this position is $93,400.00 - $133,400.00 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. Apply tot his job