Call Center Quality Assurance Manager (Remote in West Coast 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

As a Call Center Quality Assurance Manager at HMS (a Gainwell Company), you will be part of an innovative product company with a mission to serve the healthcare needs of our communities. This role provides leadership and direction for quality assurance activities, including auditing, reporting, and continuous improvement initiatives. You will collaborate closely with operational teams to identify trends, develop corrective action plans, and implement best practices that enhance performance and accuracy across all workstreams. Your work directly supports the Account Delivery Manager (ADM), Regional Leader, and internal business partners in achieving or exceeding contractual obligations and company goals and objectives. The person will need to work Alaska Standard Time (AKST) hours and be located in the Alaska or Pacifict Time Zone. Your role in our mission

• 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. What we're looking for
• Minimum of five (5) years of experience with implementing and managing call center quality control programs; and 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. What you should expect in this role
• Onsite role with ability to work in the Anchorage, AK office preferred, with the possibility of working remotely from another state for a highly qualified candidate.
• The person will need to work Alaska Standard Time (AKST) hours.
• This is a full-time permanent regular salaried (W-2) employee position.
• 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 position will remain posted until this position is filled. #LI-NB1 #LI-REMOTE The pay range for this position is $90,700.00 - $129,500.00 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 compa

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