Senior Quality Review and Audit Analyst

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Support enterprise quality strategy through the design, automation, and optimization of quality monitoring systems using Verint, speech analytics, and AI-driven tools • Help maintain scalable Automated Quality Management programs • Drive insights from speech and transcription data • Enable teams with actionable analytics and emerging tech solutions • Build, configure, and maintain Automated Quality Management forms, questions, and scoring frameworks in Verint • Translate business requirements into measurable quality behaviors with key stakeholders • Test, validate, and refine automated scoring logic for accuracy • Maintain governance and consistency across forms, KPIs, and deployments • Support rollout, training, and adoption of AQM across business areas • Lead all speech functionality efforts for assigned vertical (Contact Center, Specialty Services, Clinical) • Align speech categories with operational priorities and quality goals • Monitor category performance, refine triggers/phrases, and improve detection accuracy • Use speech hit rate data to identify investigation opportunities • Partner with WFO to improve transcription and data outcomes (phonetics boosting) • Leverage Verint marketplace to explore and implement new ideas • Develop and present storyboards by analyzing data and trends across verticals • Support onboarding and training of new analysts (forms, alerts, categories, KPIs, thresholds) • Build strong relationships with internal and external partners • Creatively use data and technology to uncover opportunities and solutions • Support rollout of new features (call recording, summarization, AI bots, transfer bots) • Evaluate new tools and enhancements within Verint and beyond • Partner with leadership on pilots and innovation initiatives • Identify opportunities to reduce manual work through automation • Create and maintain standard operating procedures

🎯 Requirements

• High School Diploma or GED required; Bachelor’s preferred • 2+ years of related experience required • 1+ years of Verint experience, specifically in tool administration, configuration, or quality form design required • Experience supporting scalable program development or implementation preferred • Experience with AWS and AI systems preferred • Speech Analytics experience preferred • Experience with Accredo, Freedom, or ESSDS pharmacy procedures preferred • Strong math and communication skills (written and oral) • Advanced Excel (VBA preferred) • Proficient in Teams, OneNote, PowerPoint, SharePoint, Word, Outlook • Strong process improvement and analytical skills • Ability to turn data into actionable insights • Strong stakeholder communication and collaboration skills • Ability to manage multiple systems, workflows, and priorities

🏖️ Benefits

• Medical, vision, dental insurance • Well-being and behavioral health programs • 401(k) • Company paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays