Customer Experience Quality Assurance Analyst-Anchorage, AK (Remote)

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at HMS, a Gainwell Company carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

The Customer Experience Quality Assurance Analyst is responsible for monitoring and evaluating the quality across call center and back-office transactional operations. This role supports our commitment to delivering exceptional, accurate, and compliant work through measurement, analysis, and review of calls, transactions, and related business processes. Responsibilities include conducting daily quality assurance reviews and audits to ensure adherence to Account and Company standards, policies and procedures. You may contribute to planning, execution, and delivery of quality initiatives. By partnering with centralized and account teams, your work will enhance employee, member, and client experiences to help achieve organizational goals. Your role in our mission

• Evaluate customer interactions (calls, emails, chat, and back-office transactions), including complex cases, for compliance with quality standards and regulatory requirements.
• Participate in and occasionally lead calibration sessions to ensure consistency in evaluations.
• Share insights and align with stakeholders through regular engagement sessions.
• Escalate unresolved issues, including negative customer experiences, to appropriate levels.
• Analyze quality observations from both call center and back-office processes to identify trends and improvement opportunities.
• Recommend process and policy enhancements based on data-driven insights.
• Utilize procedural and technology automation to improve QA efficiency and effectiveness.
• Remain current with industry best practices for contact center and back-office quality assurance.

What we're looking for

• Bachelor's degree or equivalent combination of education and experience.
• Two or more years of quality assurance, including QA principles and methodologies, or subject matter expertise of area to be evaluated.
• Demonstrated knowledge of Provider Enrollment and experience collaborating with operations teams across multiple areas.
• Proficiency in Microsoft Office Suite and Sharepoint, with familiarity in contact center and back-office quality platforms (CXOne, Verint, etc.).
• Strong written and verbal communication skills and ability to work effectively with diverse teams.

What you should expect in this role

• Strong organizational and time management skills.
• Skilled at working independently and collaboratively.
• Demonstrated adaptability to change and continuous improvement.

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 HMS, a Gainwell Company. 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 HMS, a Gainwell Company, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about HMS, A Gainwell Technologies Company at our company website and visit our Careers site for all available job role openings. HMS, a Gainwell Company, 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. HMS 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. Apply tot his job Apply To this Job