Quality Specialist

Aston Carter•Florence, SC

3d•$21 - $23•Remote

About The Position

The Quality Specialist reviews and evaluates customer service calls to ensure they meet established quality, compliance, and performance standards within U.S. healthcare operations. The role assesses task completion and communication quality, identifies trends, and provides actionable feedback to improve agent performance and customer experience. It also supports continuous improvement by testing process changes, flagging technical or workflow issues, and serving as a subject matter expert across multiple client programs. This is a fully remote position involving digital tools, dashboards, and call review systems, with virtual collaboration across teams and responsible handling of sensitive healthcare information under HIPAA-compliant practices.

Requirements

Experience in U.S. healthcare operations, such as insurance verification, medical billing, benefits administration, or healthcare call center operations.
Background in quality assurance, quality control, audit, or document control within a process-driven environment.
Ability to complete a high volume of tasks quickly while maintaining accuracy, especially during busy periods.
Strong attention to detail and ability to notice incorrect information or processes.
Clear written and verbal communication skills for documenting findings and delivering stakeholder feedback.
Sound judgment and problem-solving skills, including the ability to make decisions and explain reasoning.
Ability to work independently once trained while coordinating and communicating with the wider team.
Willingness and ability to comply with HIPAA and responsibly handle sensitive healthcare information.

Nice To Haves

Prior experience in a healthcare-focused quality assurance or audit role.
Familiarity with structured quality rubrics and performance tracking tools.
Experience providing feedback and coaching to customer service agents or operations staff.
Comfort working across multiple programs or accounts with differing processes and requirements.
Experience contributing to process improvements, including call scripts, workflows, or internal procedures.

Responsibilities

Review calls flagged by automated systems or selected through random sampling and determine whether agents handled them according to defined quality standards.
Assess call quality using structured rubrics and accurately label outcomes for tracking and analysis.
Evaluate agent tone, empathy, and communication style as well as task completion, and provide specific, constructive feedback.
Monitor live call queues using dashboards to keep call flow, volume, and timing on track.
Run daily quality checks against audit standards and identify recurring issues.
Test agent behavior and workflows before and after updates go live to confirm changes work as intended.
Flag technical or workflow issues to Product and Engineering teams and assist with troubleshooting until resolved.
Suggest improvements to call scripts, workflows, and internal processes based on call reviews and quality audits.
Work across multiple client programs as needed and adapt to each program’s requirements.
Own one or more customer accounts as a subject matter expert, including participating in meetings, leading or supporting quality audits, and helping train and mentor newer team members.

Benefits

Medical insurance
Dental insurance
Vision insurance
Critical illness coverage
Accident coverage
Hospital coverage
401(k) retirement plan, with pre-tax and Roth post-tax contributions available
Life insurance, including voluntary Life and AD&D for the employee and dependents
Short- and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave