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Call Center Quality Assurance Manager

QA EngineerQA EngineerOtherRemoteSeniorTeam 10,001+H1B SponsorCompany SiteLinkedIn

Location

Alaska

Posted

156 days ago

Salary

$90.7K - $129.5K / year

Seniority

Senior

5 yrs expEnglish

Job Description

Call Center Quality Assurance Manager

Gainwell Technologies

• Maintain and improve a robust call center quality audit program. • Oversee the day-to-day operations of quality assurance, compliance management, and audit within a voice-based call center. • Provide transparent client communications around contractor operations and contractual performance. • Influence and partner to develop teams and individuals who contribute and support executing day - to - day delivery operations. • Establish and effectively lead routines regularly and utilize tools and reporting to drive team performance. • Train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction. • Effectively cultivate relationships with account leaders and business partners to proactively identify and enact opportunities to improve the delivery of operational products, services, and capabilities. • Collaborate with employees and operational leaders to achieve Client Service Level Agreements (SLAs) and drive accountability and efficiency by adopting standard operating procedures. • Identify and manage existing and emerging risks from business activities and implement mitigation strategies to improve performance. • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights. • Ensures alignment with industry standards and best practices to support data-driven decision-making.

Job Requirements

  • Minimum of five (5) years of experience with implementing and managing call center quality control programs.
  • A minimum of five (5) years of experience leading and influencing large scopes of work in a highly matrixed environment.
  • Exceptional written and oral communication and people skills.
  • Demonstrated strategic initiative specifically with operating policies and procedures and work process improvements in operations.
  • Working knowledge of two or more healthcare business domains, such as Authorized Services, Customer Service Centers, Mailroom Operations, Pharmacy Services, or Provider Enrollment.
  • Expertise in data analytics and statistical methodologies, with a strong ability to interpret complex data sets and generate actionable insights.
  • Ensures alignment with industry standards and best practices to support data-driven decision-making.

Benefits

  • 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.
  • 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.

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