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About the Role
As a Quality Manager, Data & Insights Analytics for Aetna, you will transform raw data into actionable insights to support strategic decision-making across all Direct-to-Consumer (DTC) channels. You will 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 to ensure data integrity and effective metric use for performance improvement. Play a key role in vendor oversight, internal reporting, and evolving quality monitoring by integrating data tools and innovation.
Responsibilities
- 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.
Requirements
- 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.
Skills
- Analytical expertise
- System fluency
- Deep understanding of Medicare sales processes
- Microsoft Excel (advanced functions such as Power Query)
- SQL
- NICE CXone platform (reporting, interaction analytics, quality management modules)
- QuickBase
- Medicare compliance requirements
- Quality assurance processes
- Independent work in a remote environment
- Cross-team collaboration
Location
- Remote
Work Type
- Full time
Experience Level
- 5 years of experience
- 5 years of Telesales and call center experience
Education Level
- Bachelor’s degree in Communications, Business, Data Analytics or equivalent experience.
Salary/Compensations
- $60,300.00 - $159,120.00
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
About the Company
- 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.
- Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
- We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
- This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
Equal Opportunity
- Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.