Quality Manager, Data & Insights Analytics

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.

• 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., * 5 years of experience, Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans.
• 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.

Education

Bachelor’s degree in Communications, Business, Data Analytics or equivalent experience.

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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.

Great benefits for great people

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. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.