Quality Specialist

Aston Carter•Alamo, TX

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 assesses task completion and communication quality against established quality, compliance, and performance standards; identifies trends; and provides actionable feedback to improve agent performance and customer experience. The specialist also supports continuous improvement by testing process changes, reporting technical or workflow issues, and serving as a subject matter expert across multiple client programs. This is a fully remote, contract-to-hire position based out of Alamo, Texas. The role involves using digital tools, dashboards, and call review systems, collaborating virtually with Product, Engineering, and other teams, and handling sensitive healthcare information in accordance with HIPAA practices and data protection protocols. The pay range is $21.00–$23.00 per hour. The position is anticipated to close on November 21, 2026.

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 identify incorrect information or processes.
Clear written and verbal communication skills for documenting findings and providing stakeholder feedback.
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 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 identified by automated systems or random sampling and determine whether agents followed defined quality standards.
Evaluate call quality using structured rubrics and label outcomes for performance tracking and analysis.
Assess agent tone, empathy, and communication as well as task completion, and provide specific, constructive feedback.
Monitor live call queues through dashboards to support scheduled call flow and keep volume and timing on track.
Conduct daily quality checks against audit standards and identify recurring issues.
Test agent behavior and workflows before and after updates go live to verify that changes work as intended.
Report technical or workflow issues to Product and Engineering and assist with troubleshooting through resolution.
Recommend improvements to call scripts, workflows, and internal processes based on call reviews and audits.
Work across multiple client programs and adapt to their requirements and processes.
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, if eligible.
Dental insurance, if eligible.
Vision insurance, 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 employees 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, which may include PTO, vacation, or sick leave, if eligible.