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About the Role

The CVS Health Quality Assurance Specialist, Enterprise Absence Management supports the daily operations of the Enterprise Absence Management (myLeave) Team, ensuring adherence to quality and service delivery standards, including compliance with leave of absence and accommodation requests. This role identifies enhancements, training needs, and advocates for change to improve team effectiveness and productivity. The specialist measures process quality to identify continuous improvements and facilitate team and program growth.

Responsibilities

Conduct random quality audits of call center agents, case managers, and researchers, and review accommodation requests to ensure accuracy against CVS Health policies and procedures.
Identify process delivery or behavior themes within the myLeave team to advise on additional training needs.
Facilitate monthly Quality Assurance reviews to identify individual and team training needs.
Participate in quality improvement initiatives and suggest efficiencies through case management process improvements.
Develop and recommend process improvements to myLeave trainers.
Determine and recommend adjustments to quality reviews.
Monitor the call center and case managers to ensure correct implementation and communication of process changes and legislative updates.
Conduct one-on-one training support and call listening as needed.
Facilitate User Acceptance Testing for new/updated process configurations and legislative updates.
Support Team Leads and, when necessary, assume call center or case manager roles during peak times.
Collaborate with Trainers to develop quality reviews and knowledge assessments post-training.
Interview, train, and motivate employees; plan, assign, and direct work; and resolve conflicts.
Perform quality assurance reviews of AI interactions, workflows, and system performance to identify defects, inaccuracies, compliance risks, and improvement opportunities.
Evaluate AI-generated interactions and outputs for alignment with business requirements, regulatory standards, quality expectations, and customer experience objectives.
Analyze Automated Quality Management (AQM) insights and quality trends to identify performance gaps, coaching opportunities, and training needs.
Perform other duties as required.

Requirements

Minimum of 3 years of recent experience in Absence Management industry (FMLA, LOA, ADA, STD, LTD)
Excellent interpersonal communication skills, both verbal and written
Strong organizational and analytical skills
Intermediate Microsoft Office proficiency (Excel, Word, PowerPoint, Outlook)

Skills

Absence Management
FMLA
LOA
ADA
STD
LTD
Interpersonal Communication
Organizational Skills
Analytical Skills
Microsoft Office Suite
Quality Assurance
Process Improvement
Training
User Acceptance Testing
AI Interaction Evaluation
Automated Quality Management (AQM)

Location

Remote

Work Type

Full time

Experience Level

3+ years

Education Level

Bachelor's Degree or equivalent experience

Salary/Compensations

$46,988.00 - $122,400.00

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs

About the Company

CVS Health is building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience.
Colleagues are passionate, innovative, accountable, and prioritize safety and quality.
The company aims to simplify healthcare one person, one family, and one community at a time.

Equal Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.