Quality Analyst- Remote U.S.

Job DescriptionAetna, 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 assignedAccountabilities: 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.Required Qualifications 4-year college degree or 1 to 2 years Medicare call center experience. 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 packageCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualificationssee required qualificationsEducation4-year college degree or 1 to 2 years Medicare call center experience.Business OverviewBring your heart to CVS HealthEvery 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-11-15