Quality Specialist

Aston Carter • Austin, TX

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 in a fully remote environment.

This is a contract-to-hire position based out of Austin, Texas, and is fully remote. The posted pay range is $21.00–$23.00 per hour. Individual compensation depends on factors including qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity. Benefits may be available depending on eligibility, job classification, and length of employment. The position involves handling sensitive healthcare information in accordance with HIPAA and data-protection 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 in a process-driven environment.
• Ability to complete a high volume of tasks quickly while maintaining accuracy, including 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 feedback to stakeholders.
• Sound judgment and problem-solving skills, including the ability to make decisions and explain the reasoning behind them.
• Ability to work independently once trained while coordinating and communicating with the wider team.
• Willingness and ability to comply with HIPAA requirements and handle sensitive healthcare information responsibly.

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 to support tracking and analysis of performance patterns.
• 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 on schedule and volume and timing on track.
• Run daily quality checks against established audit standards and help 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 resolution.
• Suggest improvements to call scripts, workflows, and internal processes based on call reviews and quality audits.
• Work across multiple client programs as needed, adapting to each program’s requirements and nuances.
• 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, dental, and vision coverage, if eligible.
• Critical Illness, Accident, and Hospital coverage, if eligible.
• 401(k) Retirement Plan, with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary Life and AD&D insurance for the employee and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Education Level: No Education Listed