Job Description
Quality Assurance Analyst- Remote U.S.
locations
TN – Work from home
time type
Full time
job requisition id
2525447BR
Job Description:
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Aetna, a CVS Health company is seeking a highly motivated professional to support our quality assurance team. The Quality Analyst is responsible for measuring and monitoring the call center quality assurance program to ensure compliance with federal, state, carrier, and organizational guidelines. The role is to measure program effectiveness against established expectations set for sales agents.
- Evaluates the quality and handling of calls and documents key trends/behaviors for management review.
- Conducts audits to measure adherence and compliance within organizational/state and regulatory guidelines using designated scoring tool for all carriers.
- Supports with training development and implementation for quality and performance programs.
- Assists in compiling and tracking responses on agent complaints.
- Makes recommendations on training needs, quality controls and procedures for continued improvement of quality and performance programs.
- Involvement in developing, updating policies and procedures pertaining to business unit.
- Supports with the day-to-day maintenance and operations of assigned functional unit.
- Other duties as assigned Accountabilities:
- Meeting organizational thresholds on quality assurance program.
- Refinement of quality performance program and trainings to support business objectives.
- Meeting compliance for all state, federal, carrier and internal programs.
- Identify compliance risks within organization.
- 4-year college degree or 1 to 2 years Medicare call center experience. – Must be available 8-5 PM CST
- Active use of computer for carrying out daily job activities
- Excellent communication and listening skills
- Understanding of state, federal, and carrier guidelines for Medicare Sales.
- Self-starter with positive attitude and ability to multi-task
- Adoptable to high pressure, achievement-oriented environment
- Drive to build and support an effective quality assurance program
- Attention to detail and accuracy
- High level of computer proficiency including, but not limited to, Microsoft Office packageSee required qualifications4-year college degree or 1 to 2 years Medicare call center experience.