Medicare Telesales Quality Assurance Specialist

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Position Summary
Aetna, a CVS Health company is seeking a highly motivated professional to support our quality assurance team. The Medicare Telesales Quality Assurance Specialist is responsible for measuring and monitoring the call center quality assurance program to ensure compliance with federal, state, carrier, and organizational guidelines. The role is to measure program effectiveness against established expectations set for sales agents.

Job Responsibilities:

• Evaluates the quality and handling of calls and documents key trends/behaviors for management review.
• Conducts audits to measure adherence and compliance within organizational/state and regulatory guidelines using designated scoring tool for all carriers.
• Supports with training development and implementation for quality and performance programs.
• Assists in compiling and tracking responses on agent complaints.
• Makes recommendations on training needs, quality controls and procedures for continued improvement of quality and performance programs.
• Involvement in developing, updating policies and procedures pertaining to business unit.
• Supports with the day-to-day maintenance and operations of assigned functional unit.
• Other duties as assigned

Accountabilities

• Meeting organizational thresholds on quality assurance program.
• Refinement of quality performance program and trainings to support business objectives.
• Meeting compliance for all state, federal, carrier and internal programs.
• Identify compliance risks within organization.

Required Qualifications

• 1 to 2 years’ experience in Medicare call center.
• Knowledge of Medicare products.
• Excellent communication and listening skills.
• Understanding of state, federal, and carrier guidelines for Medicare Products.
• Self-starter with positive attitude and ability to multi-task.
• Adoptable to high pressure, achievement-oriented environment.
• Drive to build and support an effective quality assurance program.
• Attention to detail and accuracy.
• High level of computer proficiency including, but not limited to, Microsoft Office suite.

Preferred Qualifications

• Prior quality assurance auditing experience

Education

Bachelor' Degree or equivalent work experience  (HS diploma + 4 years relevant experience)
 

Pay Range

The typical pay range for this role is:

$46,988.00 - $91,800.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, p