Note: The job is a remote job and is open to candidates in USA. CVS Health is focused on creating a more connected, convenient, and compassionate health care experience. The Quality Manager, Data & Insights Analytics will transform raw data into actionable insights, develop reporting solutions and quality dashboards, and use analytics to improve performance across Direct-to-Consumer channels. The role partners with Quality Assurance, Compliance, Operations, and Vendor Management teams to support data integrity, vendor oversight, and quality monitoring innovation.
Responsibilities
- Transforming raw data into actionable insights that support strategic decision-making across all Direct-to-Consumer (DTC) channels, including Telesales, field service representatives and member experience
- Lead the development and delivery of reporting solutions, quality performance dashboards, and analytics tied to agent behavior, quality trends and process opportunities
- Collaborate cross-functionally with Quality Assurance, Compliance, Operations and Vendor Management teams to ensure the integrity of quality data and the effective use of metrics to drive performance improvement
- Supporting vendor oversight, internal reporting and the evolution of quality monitoring by integrating data tools and innovation into quality operations
Skills
- 3+ years of experience
- Strong data and technical skills, including proficiency in Microsoft Excel (advanced functions such as Power Query, with working knowledge of SQL
- Experience with NICE CXone platform including reporting, interaction analytics, and quality management modules
- Strong analytical skills
- Bachelor's degree in Communications, Business, Data Analytics or equivalent experience
- Experience in Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans
- Active and current health insurance license
- Telesales/call center experience
- Experience designing and launching applications or tools using platforms like QuickBase
- Strong understanding of Medicare compliance requirements and quality assurance processes
- Proven ability to work independently in a remote environment while collaborating across multiple teams
- Experience/proficiency with CRM systems, including SPICE and ThinkAgent
Benefits
- Remote/Hybrid work arrangement
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- Medical, dental, and vision coverage, based on eligibility
- Paid time off, based on eligibility
- Retirement savings options, based on eligibility
- Wellness programs, based on eligibility
- Other resources supporting the physical, emotional, and financial well-being of colleagues and their families, based on eligibility
Company Overview
Company H1B Sponsorship