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
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.
Required Qualifications
- Minimum of 5 years of experience, Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans.
- 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.
Preferred Qualifications
- 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.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$60,300.00 - $145,860.00This 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.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- Minimum of 5 years of experience in Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans.
- Experience/proficiency with CRM systems, including SPICE and ThinkAgent, and experience training on these platforms.
- Proficiency in Microsoft Excel (advanced functions such as Power Query) and working knowledge of SQL.
- Experience with NICE CXone platform including reporting, interaction analytics, and quality management modules.
- Bachelor's degree in Communications, Business, Data Analytics or equivalent experience.
- 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.
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
