Quality Specialist

Aston Carter•San Francisco, CA

3d•$21 - $23•Remote

About The Position

The Quality Specialist reviews and evaluates customer service calls within U.S. healthcare operations to ensure they meet established quality, compliance, and performance standards. 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, contract-to-hire position based in San Francisco, California. The role uses digital tools, dashboards, and call review systems, and involves virtual collaboration with Product, Engineering, and other teams. The position requires handling sensitive healthcare information in accordance with HIPAA and data protection protocols.

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 handle a high volume of tasks quickly while maintaining accuracy, particularly during busy periods.
Strong attention to detail and ability to identify information or processes that appear incorrect.
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 reasoning.
Ability to work independently once trained while staying coordinated and communicative with the wider team.
Willingness and ability to comply with HIPAA 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 assess whether agents followed defined quality standards.
Evaluate call quality using structured rubrics and label outcomes accurately for performance tracking and analysis.
Assess 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 established 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 through resolution.
Recommend 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, Accident, and Hospital coverage
401(k) retirement plan with pre-tax and Roth post-tax contribution options
Life insurance, including voluntary Life and AD&D coverage for employees and dependents
Short- and long-term disability coverage
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave