Quality Specialist

Aston Carter•Fort Lauderdale, FL

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.

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 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 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 correctly according to defined quality standards.
Assess call quality using structured rubrics and accurately label outcomes so performance patterns can be tracked and analyzed over time.
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 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 resolved.
Contribute ideas for improving call scripts, workflows, and internal processes based on call reviews and quality audits.
Work across multiple client programs as needed, adapting to their specific 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.