Senior Quality Specialists - Debt Management

CVS Health•Franklin, TN

5d•Onsite

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary Senior Quality Specialists play a critical role in Commission Operations, with a focus on ensuring the accuracy and integrity of agent commission accounting and debt management processes. While the role includes agent-facing responsibilities, it is primarily a production operations position centered around back-end analysis, reconciliation, and transactional processing that directly supports agent payments and satisfaction. Senior Quality Specialists are responsible for reviewing and resolving commission-related issues, monitoring agent debts, and maintaining accurate financial records. Strong organizational skills, attention to detail, and the ability to document and resolve cases in alignment with program guidelines are essential. Effective communication is also key, as Senior Quality Specialists partner with internal teams and occasionally engage with agents to provide clear, timely, and empathetic support. This role requires independent task management, adherence to departmental standards, and a commitment to delivering a consistent, high-quality agent experience through operational excellence.

Requirements

1+ years of experience in customer service, operations, administrative support, financial services, accounting support, commissions, or a related business environment.
Basic understanding of accounting concepts, including debits, credits, account balances, payments, adjustments, and reconciliations.
Strong written and verbal communication skills, including the ability to communicate professionally through phone, email, and internal correspondence.
Proficiency in Microsoft Office applications, including Excel, Outlook, and Word, with strong attention to detail and organizational skills.

Nice To Haves

Intermediate Excel skills, including VLOOKUP/XLOOKUP, PivotTables, filtering, and data analysis.
SQL experience a plus
Associates degree in related field or equivalent experience is preferred.

Responsibilities

Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
Assists with special projects and initiatives as needed, such as credit card reconciliation or Vector One reporting.
Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
Participates in department cross-training and provides technical guidance to peers as needed.