CX Quality Assurance, Lead

Date: May 1, 2026

Location:

Any city, TX, US, 99999

Req ID: 35801

Work Mode: Virtual (Exception only)

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

In this lead role, the Advisor serves as a quality assurance expert guiding Customer Experience (CX) operational launches and ramps and driving complex, cross-functional initiatives that enable Gainwell to deliver exceptional health and human services outcomes through technology and operational excellence.

Your role in our mission

Serve as QA expert guiding launches, ramps, and transformation efforts ensuring adherence to established and evolving quality standards from scope definition through go-live and stabilization
Coordinate QA operational readiness activities, knowledge transfer, and go-live validation
Partner to design QA metrics and feedback loops to assess program effectiveness; proactively monitor KPIs and control effectiveness, identify compliance gaps or quality assurance performance risks and solution and mitigate
Support business development efforts by representing CX QA sharing capabilities and outline quality assurance rigor, results, and value with internal clients, contributing written responses to client evaluations, solution design, or proposal development
Provide thought leadership influencing enterprise-wide planning, prioritization, and implementation of quality initiatives, programs, and projects bringing customer (member / provider) centric thinking to evolve solutions across processes, capabilities, and tools
Develop and deliver change management and communication strategies that support adoption of QA automation, tools, and rigor to ensure alignment, and sustained execution across CX teams, vendors, and enterprise partners.
Provide peer coaching and mentoring, bringing diverse perspectives, utilizing teaching methodologies and leveraging reporting, data, and analytics to further individual and team performance; partner with leaders to monitor key performance indicators and communicate updates.
Remain current on CMS trends, benchmarks, and emerging practices, recommending and implementing approved enhancements to maintain competitiveness and strengthen QA maturity

What we're looking for

9+ years of experience in healthcare - quality assurance, compliance/audit, or operations, with a Bachelor’s degree or equivalent combination of education and experience
Working knowledge of healthcare regulations and standards, including FCC calling standards, HIPAA privacy and security, EFT fraud‑prevention controls, Secret Shopper programs, and compliance documentation/reporting
Strong analytical, problem‑solving, and program delivery skills, with experience influencing both tactical and strategic initiatives
High attention to detail with proven experience using systems and data to analyze performance; advanced MS Excel and PowerPoint skills required.
Leadership capability to coach and mentor others and drive outcomes through influence without direct reporting authority

What you should expect in this role

Autonomy, authority, and accountability to shape and ensure consistent delivery exceptional experiences in a fast-paced and dynamic environment
Fully remote position
Opportunities to travel through your work up to 25% of the time

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $84,800.00 - $121,100.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. 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. All 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 believe nothing is impossible when you bring together people who care deeply about making healthcare work better 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 all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.