[Hiring] Quality Manager, Data & Insights Analytics @CVS Health

Role Description

As a Quality Manager, Data & Insights Analytics for Aetna, you will be responsible for transforming raw data into actionable insights that support strategic decision-making across all Direct-to-Consumer (DTC) channels, including:

• Telesales
• Field service representatives
• Member experience

You will lead the development and delivery of:

• Reporting solutions
• Quality performance dashboards
• Analytics tied to agent behavior, quality trends, and process opportunities

You will collaborate cross-functionally with:

• Quality Assurance
• Compliance
• Operations
• Vendor Management teams

Your role will include supporting vendor oversight, internal reporting, and the evolution of quality monitoring by integrating data tools and innovation into quality operations. For this role, you'll need strong analytical expertise, system fluency, and a deep understanding of Medicare sales processes.

Qualifications

• 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

Requirements

• 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

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility