Call Center Quality Assurance Manager (Remote in reputed company 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 reputed company needs of our communities. This role provides leadership and direction for quality assurance activities, including auditing, reporting, and reputed company improvement initiatives. You will collaborate closely with operational teams to identify trends, reputed company corrective action plans, and implement best practices that enhance performance and accuracy across reputed company workstreams. Your work directly supports the Account Delivery Manager (reputed company), 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.
• reputed company the day-to-day operations of quality assurance, compliance management, and audit reputed company a voice-based call center.
• Provide transparent client communications around contractor operations and contractual performance.
• Influence and partner to reputed company teams and individuals who contribute and support executing day-to-day delivery operations.
• Establish and effectively reputed company 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 reputed company 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 reputed company data sets and generate actionable insights. Ensures alignment with industry standards and best practices to support data-driven decision-making.

reputed company'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 reputed company 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 reputed company 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 reputed company 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, reputed company) benefits start on day 1 of employment.
• Company match 401K and other benefits available reputed company months of starting.
• New employees are eligible to take advantage of flexible vacation policy after reputed company (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For reputed company 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 reputed company performance.
• Video cameras must be used during reputed company 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 reputed company pay offered may vary depending on geographic region, internal equity, job-reputed company 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. reputed company 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 reputed company nothing is impossible reputed company you bring together people who care deeply about making reputed company work reputed company 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 reputed company available job role openings. reputed company is an Equal Opportunity Employer, where reputed company reputed company applicants will receive consideration for employment without regard to race, religion, reputed company, national reputed company, gender (including pregnancy, childbirth, or reputed company 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 Apply To this Job