Associate Professional Quality Assurrance - Remote US

Summary

The CX Professional Quality is responsible for monitoring and evaluating the quality of inbound and outbound interactions. You will support our quality commitment of exceptional, accurate, and compliant execution of work through measurement, analysis, and review of agent and account calls and transactions and compliance, and of related business processes and surveys. You will be responsible for executing daily quality assurance reviews and processing audits: first-level reviews of business processes which involve reviewing documentation to ensure activities are in line with Account, CX and Company standards, policies, and procedures. You will participate in the planning, execution, and delivery of quality assurance related initiatives. Partnering with your immediate, centralized, and account team members, the work you deliver will drive improved employee, member, and client experiences and achievement of Account and company goals and objectives.

Your role in our mission

• Evaluate customer interactions (calls, emails, chats, transactions) to ensure adherence to quality standards and compliance requirements.

• Support and sometimes lead calibration sessions to ensure consistency in quality evaluations.

• Use technology and automation tools to enhance the efficiency of QA processes.

• Provide actionable feedback and insights to leadership through reports and trending data.

• Recommend process and policy improvements based on quality trends and data-driven analysis.

What we're looking for

• Bachelor’s degree or equivalent combination of education and experience.

• Three or more years of experience in quality assurance or as a subject matter expert in call center operations.

• Demonstrated knowledge of at least two MMIS business areas (such as Member/Provider Services, Mailroom, Pharmacy, or Provider Enrollment).

• Proficiency with Microsoft Office and contact center platforms such as Salesforce, Verint, CXOne, or SharePoint.

• Strong communication, analytical, and organizational skills with a proven ability to improve processes.

What you should expect in this role

• Fully remote position with the flexibility to work from anywhere within the United States.

• Opportunity to collaborate with cross-functional teams and leadership on quality improvement initiatives.

• Fast-paced environment that values innovation, accountability, and data-driven decision-making.

• Exposure to ongoing professional development through Gainwell University.

• A culture built around purpose, integrity, and continuous improvement.

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