Description We are looking for a dedicated Call Quality Assurance Specialist to join our team on a long-term contract basis. In the Call Quality Assurance Specialist role, you will evaluate and analyze call center interactions to ensure compliance with established standards, policies, and procedures. The Call Quality Assurance Specialist position is onsite in Pearland, Texas and looking for candidates bilingual in Spanish. Responsibilities: • Monitor and evaluate inbound and outbound call center interactions to ensure adherence to company policies and quality standards. • Provide detailed feedback and recommendations to improve call center performance and customer interactions. • Maintain accurate and organized documentation of call reviews and quality assessments. • Collaborate with team members and supervisors to identify trends and areas for improvement. • Utilize tools such as Microsoft Excel, Word, and Outlook to manage reports and communicate findings. • Ensure compliance with regulations and procedures, including Medicare and HealthCare.gov standards. • Conduct training sessions or provide guidance to improve call handling and phone etiquette. • Travel to local Kelsey-Seybold locations in Pearland, Texas, as needed to support quality assurance initiatives. • Participate in team meetings and discussions to align on quality goals and objectives. • Stay updated on company policies, procedures, and industry best practices to ensure high-quality performance. Requirements • High School Diploma or GED • Prior experience in healthcare customer service required, • Bilingual in Spanish • Excellent phone communication skills • Proficiency in Microsoft Office Suite (Excel, Outlook, Word) • 1-2 years’ experience in insurance industry or comparable experience in customer service • Experience with Medicare processes or regulations strongly preferred (Desired) TalentMatch® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. © 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .