Quality Manager, Data & Insights Analytics

CVS Health•Nashville, TN

1d•$60,300 - $145,860•Remote

About The Position

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 and member experience. You'll lead the development and delivery of reporting solutions, quality performance dashboards, and analytics tied to agent behavior, quality trends and process opportunities. You will 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. You'll plan a key role in 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.

Requirements

Minimum of 5 years of experience, Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans.
Experience/proficiency with CRM systems, including SPICE and ThinkAgent, with experience training on these platforms.
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.

Nice To Haves

Active and current health insurance license.
5 years of Telesales and 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.

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.
Support vendor oversight, internal reporting and the evolution of quality monitoring by integrating data tools and innovation into quality operations.