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Call Center Qa Analyst Jobs in California (NOW HIRING)

StudyFetch

Quality Assurance Analyst

Beverly Hills, CA · On-site

$70K - $85K/yr

About the Role We're looking for a detail-oriented and process-driven Quality Assurance Analyst to help ensure every release of StudyFetch & Honen delivers a seamless, high-quality experience. You'll ...

Air Apps

Quality Assurance Analyst

San Francisco, CA · On-site

$20K - $25K/wk

The Role As a Quality Assurance Analyst, you will play an important role in ensuring the quality, reliability, and usability of our mobile and web applications. You will work closely with product ...

Akidev Corporation

QA Analyst II

Fremont, CA · On-site

Quality Assurance - QA Analyst II Technical Project Lead for Quality Assurance Testing & Evaluation Overview The Technical Project Lead (Contractor) for Quality Assurance (QA) Testing and Evaluation ...

CMP.jobs

Lead QA Analyst

Newport Beach, CA

We are seeking a highly skilled and motivated Lead QA Analyst to join our dynamic team. The ideal candidate will be responsible for leading the quality assurance efforts for our software products ...

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Call Center Qa Analyst information

What is a call center QA analyst?

Call Center QA Analysts, or Quality Assurance Analysts, are professionals responsible for monitoring and evaluating the quality of customer interactions within a call center. They review recorded or live calls, assess agent performance, and ensure compliance with company policies and customer service standards. Their feedback helps identify training needs, improve customer satisfaction, and maintain high service quality. They play a key role in maintaining consistent and effective communication between the company and its customers.

What are the key skills and qualifications needed to thrive as a call center QA analyst?

To thrive as a Call Center QA Analyst, you need a strong understanding of call center operations, quality assurance processes, and data analysis, often supported by a bachelor's degree or relevant experience. Familiarity with call recording software, CRM systems, and QA evaluation tools is typically required, along with knowledge of quality management frameworks. Excellent attention to detail, communication skills, and the ability to provide constructive feedback are essential soft skills in this role. These skills ensure consistent service quality, support agent development, and drive customer satisfaction in high-volume call center environments.

What are some common challenges faced by call center QA analysts and how can they be overcome?

Call Center QA Analysts often face challenges such as maintaining objectivity while evaluating diverse interactions, handling high volumes of calls for review, and ensuring consistent feedback across different agents and teams. Overcoming these challenges involves leveraging clear evaluation criteria, using calibration sessions to align standards among QA staff, and adopting technology solutions that streamline the review process. Effective communication and collaboration with supervisors and agents also help address concerns and drive continuous improvement in service quality.

What is the difference between Call Center Qa Analyst vs Call Center Quality Supervisor?

AspectCall Center Qa AnalystCall Center Quality Supervisor
ResponsibilitiesMonitoring calls, ensuring compliance, analyzing quality metricsOverseeing QA team, developing quality standards, training staff
Required SkillsAttention to detail, analytical skills, communicationLeadership, coaching, quality management
CertificationsQuality assurance certifications, call monitoring toolsLeadership or supervisory certifications often preferred
Work EnvironmentIndividual role within call centers, focused on call analysisTeam management within call centers, overseeing QA processes

The Call Center Qa Analyst primarily focuses on monitoring and analyzing call quality to ensure compliance and improve service. In contrast, the Call Center Quality Supervisor manages the QA team, develops standards, and provides training. Both roles require strong analytical skills, but the supervisor role involves leadership and team management responsibilities.

Is a call center QA analyst an entry-level job?

A call center QA analyst is often considered an entry-level position, especially for those with basic communication skills and attention to detail. However, some roles may require prior experience or knowledge of call monitoring tools and quality standards. Advancement typically involves gaining experience and developing expertise in call evaluation and customer service metrics.

What are popular job titles related to Call Center Qa Analyst jobs in California?

For Call Center Qa Analyst jobs in California, the most frequently searched job titles are:

What job categories do people searching Call Center Qa Analyst jobs in California look for?

The top searched job categories for Call Center Qa Analyst jobs in California are:

What cities in California are hiring for Call Center Qa Analyst jobs?

Cities in California with the most Call Center Qa Analyst job openings:

Call Center Qa Analyst jobs near you
Infographic showing various Call Center Qa Analyst job openings in California as of August 2026, with employment types broken down into 2% As Needed, 78% Full Time, 18% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Call Center Quality Assurance Analyst - Remote CA

Gainwell Technologies LLC

West Sacramento, CA • Remote

$43K - $61K/yr

Full-time

Medical, Life, Retirement, PTO

Posted 5 days ago

Gainwell Technologies rating

7.8

Company rating: 7.8 out of 10

Based on 83 frontline employees who took The Breakroom Quiz

138th of 247 rated software companies

Job description

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

Gainwell Technologies is seeking a detail-oriented Call Center Quality Assurance Analyst to support California's Medi-Cal program. In this role, you will monitor and evaluate customer interactions to help ensure accuracy, compliance, and a consistent customer experience across our contact center operations.

You will analyze quality results, identify performance trends, participate in calibration sessions, and partner with Quality, Operations, and Training teams to help strengthen service delivery.

If you have a strong eye for detail, enjoy working with data, and are passionate about improving the customer experience, we'd love to hear from you.

Your role in our mission
  • Monitor and evaluate customer interactions to ensure adherence to established quality standards, client requirements, policies, procedures, and performance expectations.
  • Complete quality evaluations accurately and consistently, documenting findings and identifying opportunities to improve quality, accuracy, compliance, and the customer experience.
  • Analyze quality results and customer interaction trends to identify recurring issues, performance gaps, and opportunities for improvement.
  • Participate in calibration sessions to promote consistency in quality evaluations, scoring, and interpretation of quality standards.
  • Prepare quality reports and communicate trends, findings, and recommendations to Quality and Operations leadership.
  • Partner with Quality, Operations, and Training teams to support coaching, process improvements, and continuous improvement initiatives.
What we're looking for
  • At least 2 years of experience performing quality assurance, quality monitoring, or quality auditing within a high-volume call center or customer contact center environment.
  • Experience evaluating customer interactions using established quality standards, scorecards, and performance metrics.
  • Experience participating in calibration sessions and identifying quality trends, performance gaps, and improvement opportunities.
  • Strong analytical skills and attention to detail with the ability to accurately document and communicate quality findings.
  • Strong written, verbal, and interpersonal communication skills.
  • Proficiency with Microsoft Office and experience using CRM, quality monitoring, reporting, or other contact center technologies.
  • Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance call center experience is preferred.
What you should expect in this role
  • 100% remote position.
  • Greater Sacramento area residency is preferred.
  • Fast-paced, metrics-driven contact center supporting California's Medi-Cal members and providers.
  • Regular collaboration with Quality, Operations, Training, and Leadership teams.
  • Opportunity to directly contribute to improvements in quality, compliance, employee performance, and the customer experience.

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

#LI-REMOTE

#LI-MA1

The pay range for this position is $43,100 - $61,600 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.

What Gainwell Technologies employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Gainwell Technologies

Sourced by ZipRecruiter

With Health and Cost outcomes that pierce Inequities and Impact Economies, the success of our Nation’s Federal Medicaid program is inextricably tied to the Prosperity of Communities, States and the Nation as a whole. We think that deserves Respect and a Commitment from Innovators who can help those who operate within and around health and human services evolve to meet their goals. At Gainwell, that’s our Sole focus. Built across more than Five Decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet Agencies, Health plans and MCOs where they are on their modernization journeys and propel them into the future of Healthcare. Equally important to our Expanding Technologies and Results. We bring ideas that bring policies to life.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Irving, TX, US

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