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About the Role

The Quality Specialist reviews and evaluates customer service calls to ensure they meet established quality, compliance, and performance standards within U.S. healthcare operations. This role focuses on assessing both task completion and the quality of communication, identifying trends, and providing actionable feedback to improve agent performance and customer experience. The Quality 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.

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 that performance patterns are easy to track and analyze over time.
Evaluate agent tone, empathy, and communication style in addition to task completion, and provide specific, constructive feedback on how conversations can be improved.
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 before they develop into broader performance patterns.
Test agent behavior and workflows before and after updates go live, confirming that changes work as intended before they impact real customer calls.
Flag technical or workflow issues to Product and Engineering teams and assist in troubleshooting until the issues are resolved.
Contribute ideas for improving call scripts, workflows, and internal processes based on insights gained from call reviews and quality audits.
Work across more than one client program as needed, adapting to the specific requirements and nuances of each program.
Take ownership of one or more customer accounts as a subject matter expert, including participating in meetings, leading or supporting quality audits, and helping to train and mentor newer team members.

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 a high level of accuracy, especially during busy periods.
Strong attention to detail with a habit of noticing 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, with the ability to make decisions and explain the reasoning behind them.
Ability to work independently once trained while staying closely coordinated and communicative with the wider team.
Willingness and ability to work in compliance with HIPAA and handle sensitive healthcare information responsibly.

Skills

Healthcare-focused quality assurance or audit role
Structured quality rubrics and performance tracking tools
Providing feedback and coaching to customer service agents or operations staff
Working across multiple programs or accounts with differing processes and requirements
Contributing to process improvements, including call scripts, workflows, or internal procedures

Location

San Francisco, CA

Work Type

Fully remote
Contract to Hire

Salary/Compensations

$21.00 - $23.00/hr

Benefits

Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)

About the Company

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

Equal Opportunity

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.