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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

This position involves performing quality audits on our contact centers, including both domestic and offshore operations. Key duties include reviewing calls to evaluate different business areas, identifying trends and opportunities for improvement, recording procedures, ensuring compliance with all Aetna business lines, and identifying missed opportunities using Quality Assurance techniques.

Please be aware that this position is neither a Customer Service role nor a Sales role. The Quality Insight Analyst, however, works closely with the Conversion team to offer solutions to Contact Centers, Operations partners, and Telesales, optimizing their operations and improving efficiency.

• Support the quality program by fulfilling cross-functional requests for call reviews to meet CVS Health compliance expectations.
  • Weekly call assessment goals
  • Generate individual Verint reports for all Lines of Business focusing on Next Best Action calls to offer coaching and feedback to over 20 contact centers
  • Analyze calls to identify coaching opportunities
  • Call listening (English as a second language)
  • Collaboration in case studies
  • Assess cases in CRMs
  • Identify and listen to Telesales calls to create comprehensive success stories to share with stakeholders
  • Bridge the gap between operations and data stakeholders
• Perform analysis and oversight for delegated functions.
  • Feedback report on care call transfers
  • Reports from Tableau Dashboard
  • Updated roster for all contact centers
  • Identify discrepancies and investigate root-cause
  • Escalate issues
  • Identifying trends and insights
  • Ensuring data consistency across vendors and reporting mediums.
  • Creating presentations for coaching sessions
  • Contributing to ad hoc special projects as required.
  • Verifying that all documents are current for every campaign and journey.
  • External partner collaboration

Required Qualifications

• 2-4 years of experience in a call center environment
• Excellent written and verbal communication skills
• Strong listening abilities
• Critical thinking skills
• Capability to manage time effectively to meet deadlines, complete tasks independently, and thrive in a dynamic, fast-paced environment
• Proficiency in Microsoft Office

Preferred Qualifications

• Bilingual - Spanish
• 2-4 years of experience in healthcare
• Providing feedback by leading action-oriented, data-driven discussions with stakeholders about opportunities and trends found in the data

Education

An associates degree is preferred, or equivalent work experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $85,068.00

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.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 07/21/2026

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