Call Center Quality Assurance Supervisor
Gainwell Technologies LLC · Posted Nov 13, 2026
- Remote, United States
- Remote
- Full-time · Manager
- $61K–$87K per year
- 6+ years
Gainwell Technologies is seeking an experienced Call Center Quality Assurance Supervisor to support California's Medi-Cal program. In this role, you will lead a team of Quality Assurance professionals responsible for monitoring customer interactions, maintaining quality and compliance standards, and helping improve the overall customer experience.
Compensation
The pay range for this position is $61,000.00 - $87,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
Responsibilities
- Lead, coach, and develop a team of Quality Assurance professionals responsible for evaluating customer interactions and maintaining consistent quality standards.
- Oversee quality monitoring activities, evaluation workloads, scoring accuracy, and timely completion of quality reviews.
- Lead calibration sessions and partner with Operations, Training, and Leadership to ensure consistency in quality standards, scoring, and performance expectations.
- Analyze quality results, performance data, and customer interaction trends to identify gaps, root causes, and opportunities for improvement.
- Translate quality insights into actionable coaching, training, and process improvement recommendations that strengthen employee performance and the customer experience.
Requirements
- Nice to have: Healthcare experience
- Nice to have: Medi-Cal experience
- Nice to have: Medicaid experience
- Nice to have: Medicare experience
- Nice to have: Health insurance call center experience