Call Center Quality Analyst, CVS Health

Call Center Quality Analyst

CVS Health

Location:

United States, Texas

Category:

Call Center

Contract Type:

Employment contract

Salary:

2933.33 - 4920.66 USD / Month ▼

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Job Description:

As a QA Analyst you will be primarily responsible for reviewing, identifying and reporting trends and outcomes with the quality of agent phone calls to customers. Using pre-defined criteria they will analyze quality assurance metrics, as well as partnering with Management teams regarding the outcomes of the reports and recommended staff education. Additional responsibilities may include identifying training opportunities across individual agents, as well as the entire team as it relates to call quality. This role will report to our Member Engagement QA Manager.

Job Responsibility:

Utilizing AI assisted QA, help increase QA output and review 100% of all interactions
Analyze data generated by QA solution platforms to provide insights and recommendations for enhancing customer interactions and agent performance
Ensure compliance with company policies, industry regulations, and best practices by identifying and addressing potential issues in customer interactions
Generate reports and dashboards to track and communicate QA performance, highlighting areas of improvement and success
Research additional business KPIs and initiatives through reporting and moment building
Assist with onboarding new agents and retention of those newer agents
Process grievances on QA results submitted through the grievance process
Perform other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements

Requirements:

Associates Degree
Bachelor’s Degree, preferred
Quality Assurance or Auditing experience required
3+ years of proven experience working in a Quality call center/sales environment preferred, or similar role
Highly attentive, analytical, and detail-oriented
Critical thinker and problem-solving skills
Ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines
Strong interpersonal and communication skills to interact effectively with diverse groups of internal and external groups in a fast-paced environment
Experience with Google Suites, Verint, Observe.ai, SalesForce, and Five9 is a plus

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

Additional Information:

Job Posted:

March 19, 2025

Expiration:

May 31, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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