CX Associate Professional Quality

Date: Dec 3, 2025

Location:

Washington, DC, US, 20005

Req ID: 33801

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

The CX Associate 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 compliance with quality standards and regulations.
Utilize automation tools and processes to enhance efficiency in quality assurance activities.
Participate in calibration sessions to maintain consistency in evaluations.
Share insights and align with stakeholders through regular engagement and reporting on trends and recommendations.
Provide coaching and escalate unresolved issues as needed to improve customer experience.
Recommend process and policy improvements based on data-driven analysis and stay current with industry best practices.

What we're looking for

Bachelor's degree or equivalent combination of education and experience
Two to Three years of quality assurance or subject matter expertise experience - quality assurance principles, methodology and practices
Demonstrated knowledge of two or more MMIS business areas (Authorized Services, Member / Provider Contact Center Customer Service / Helpline, Mailroom, Pharmacy, Provider Enrollment, etc.) and experience partnering with operations staff assigned to multiple areas.
Experience utilizing Microsoft Office suite and Salesforce software contact center and back-office contract center operations (CXOne, Verint, SharePoint, etc.).
Effective written and oral communication and interpersonal skills to work effectively with team members, customers, and clients.
Demonstrated strategic initiative implementation and execution, specifically with operating policies and procedures and work process improvements in customer contact operations.

What you should expect in this role

Remote position
The deadline to submit applications for this posting is 12/10/2025.
Video cameras must be used during all interviews, as well as during the initial week of orientation.

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The pay range for this position is $43,100.00 - $61,600.00 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.