Quality Specialist

Aston Carter • Orlando, FL

3d • $21 - $23 • Remote

About The Position

Aston Carter is hiring a Customer Service Quality Specialist to review and evaluate customer service calls in U.S. healthcare operations. The role ensures calls meet established quality, compliance, and performance standards by assessing task completion and communication quality, identifying trends, and providing actionable feedback to improve agent performance and customer experience. The specialist 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.

The role is based remotely and involves using digital tools, dashboards, and call review systems to monitor queues, evaluate calls, and document findings. Collaboration with Product, Engineering, and other teams takes place virtually. The work includes handling sensitive healthcare information in a secure environment and following HIPAA-compliant practices and data protection protocols. This is a contract-to-hire position based out of Orlando, Florida.

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 work through a high volume of tasks quickly while maintaining accuracy, especially during busy periods.
• Strong attention to detail and ability to notice when information or processes do not look correct.
• 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 staying coordinated and communicative 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 correctly according to defined quality standards.
• Assess call quality using structured rubrics and accurately label outcomes so performance patterns can be tracked and analyzed.
• Evaluate agent tone, empathy, and communication style in addition to task completion, and provide specific, constructive feedback.
• Monitor live call queues using dashboards to keep call flow moving on schedule and ensure volume and timing remain 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, confirming changes work as intended.
• Flag technical or workflow issues to Product and Engineering teams and assist with troubleshooting until they are resolved.
• Contribute ideas to improve 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.
• Take ownership of 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 benefits, subject to eligibility.
• Critical Illness, Accident, and Hospital coverage, subject to eligibility.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available, subject to eligibility.
• Voluntary Life and AD&D insurance for employees and dependents, subject to eligibility.
• Short- and long-term disability coverage, subject to eligibility.
• Health Spending Account (HSA), subject to eligibility.
• Transportation benefits, subject to eligibility.
• Employee Assistance Program, subject to eligibility.
• Time off/leave, including PTO, vacation, or sick leave, subject to eligibility.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed