Hybrid Call Center Quality Analyst (Remote) chez CVS Health

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

How will this role have an impact?

As a QA Analyst you will be primarily responsible for reviewing, identifying and reporting trends and outcomes with the quality of agent phone calls to customers. Using pre-defined criteria they will analyze quality assurance metrics, as well as partnering with Management teams regarding the outcomes of the reports and recommended staff education. Additional responsibilities may include identifying training opportunities across individual agents, as well as the entire team as it relates to call quality.  This role will report to our Member Engagement QA Manager.

Responsibilities:

• Utilizing AI assisted QA, help increase QA output and review 100% of all interactions

• Analyze data generated by QA solution platforms to provide insights and recommendations for enhancing customer interactions and agent performance.

• Ensure compliance with company policies, industry regulations, and best practices by identifying and addressing potential issues in customer interactions.

• Generate reports and dashboards to track and communicate QA performance, highlighting areas of improvement and success.

• Research additional business KPIs and initiatives through reporting and moment building

• Assist with onboarding new agents and retention of those newer agents

• Process grievances on QA results submitted through the grievance process

• Perform other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements

Basic Qualifications:

• Associates Degree; Bachelor’s Degree, preferred

• Quality Assurance or Auditing experience required

• 3+ years of proven experience working in a Quality call center/sales environment preferred, or similar role

• Highly attentive, analytical, and detail-oriented

• Critical thinker and problem-solving skills

• Ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines

• Strong interpersonal and communication skills to interact effectively with diverse groups of internal and external groups in a fast-paced environment

• Experience with Google Suites, Verint, Observe.ai, SalesForce, and Five9 is a plus
   

About Us:

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make healthcare more personal, convenient and affordable.

Signify Health, A CVS Health company, provides value-based care, reduces costs and improves outcomes for older adults. Our network of more than 12,000 clinicians across 50 states provides health risk assessments to health plan members. This brings clinicians into patients’ homes to identify chronic conditions, help bridge gaps in care, address social and behavioral risk factors on health and improve members' engagement.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $28.46

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 05/31/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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