QA Specialist – ACA, Medicare & Benefit Navigation

Keystone Advisors is seeking a detail-oriented and experienced QA Specialist to support our ACA, Medicare, and Benefit Navigation call center operations. This role is responsible for evaluating agent interactions to ensure compliance, accuracy, and a high standard of customer experience.

The QA Specialist plays a critical role in maintaining regulatory adherence (including CMS guidelines), improving enrollment accuracy, and strengthening overall service quality. This position directly supports agent development through structured feedback, coaching insights, and performance tracking.

• → Conduct quality assurance reviews of ACA, Medicare, and benefit navigation calls
• → Monitor adherence to CMS regulations, company policies, and compliance requirements
• → Evaluate call accuracy, including enrollment details, eligibility verification, and benefit explanations
• → Review Salesforce documentation for completeness, accuracy, and consistency
• → Assess agent adherence to call scripts, disclosures, and required processes
• → Identify coaching opportunities and provide actionable feedback to improve performance
• → Support agent development through trend identification and quality reporting
• → Collaborate with leadership to improve QA scores and overall team performance
• → Track recurring errors, compliance risks, and process gaps
• → Contribute to continuous improvement initiatives for call flow and customer experience
• → Ensure consistent documentation standards across all interactions
• → Assist in refining QA scorecards, evaluation criteria, and audit processes

• Experience in QA, compliance, or call monitoring within ACA, Medicare, or healthcare call centers
• Strong understanding of CMS guidelines and regulated insurance processes
• Familiarity with Salesforce or similar CRM systems
• Ability to analyze calls and identify both compliance and performance gaps
• Strong attention to detail and documentation accuracy
• Excellent written and verbal communication skills
• Ability to provide constructive feedback in a coaching environment
• Strong organizational and reporting skills
• Experience in enrollment, eligibility, or benefit navigation preferred
• Bilingual preferred (English/Spanish)

• Ability to remain seated for extended periods
• Regular use of computer, CRM systems, and QA platforms
• Ability to review audio calls for extended durations
• Strong visual attention to detail for documentation audits
• Clear verbal and written communication

• ACA & Medicare call quality assurance
• CMS compliance monitoring
• Enrollment and eligibility accuracy
• Salesforce documentation audits
• Agent coaching and performance feedback
• Script adherence and disclosure verification
• Customer experience evaluation
• Process and call flow improvement