Agent Oversight Analyst

Tranzact Holdings, LLC; Raleigh, Northern (NC, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Tranzact Holdings, LLC is seeking an Agent Oversight Analyst to support the analytical work behind the investigation lifecycle, including reviewing and prioritizing complaints, tracking cases against SLAs, and turning data into leadership-ready trends and metrics.

The role emphasizes risk thinking, pattern recognition, and root-cause analysis beyond routine checklists, with responsibilities spanning intake, caseload analysis, reporting, and cross-functional coordination.

Qualifications

• 1+ year in compliance, QA, operations, insurance, healthcare, or related field.
• Ability to analyze data, identify trends, and use sound judgment.
• Strong Excel/Office skills; able to learn new systems quickly.
• Strong written and verbal communication; able to work independently with confidential information.

Responsibilities

• Review, evaluate, and log incoming complaints; classify by type, carrier, and priority.
• Analyze caseload and monitor aging and service-level adherence; flag at-risk cases.
• Build and analyze reports on complaint volume, trends, case aging, and outcomes; maintain dashboards.
• Serve as point of contact for carriers, sales leadership, and investigators on case status and documentation.

Skills

Critical Thinking

Trend Recognition

Data Analysis

Communication

Organizational Skills

Confidential Information Handling

Education

High School Diploma

Tools

Excel

Jira

QuickBase

Smartsheet

Job description

The Agent Oversight Analyst supports the analytical work behind the department's investigation lifecycle — reviewing and prioritizing complaints, tracking cases against service-level expectations, and turning case data into the trends and metrics leadership uses to drive accountability. The ideal candidate thinks in terms of risk, patterns, and root causes, not just checklists.

Essential Duties and Responsibilities

Complaint Intake & Oversight

• Review, evaluate, and log incoming complaints and allegations from carriers, CMS/CTM channels, internal referrals, and sales leadership; classify by type, carrier, and priority.
• Identify duplicate or related cases and elevate high-risk matters to the Manager, Carrier Compliance and Oversight.

Caseload Analysis & Workflow Management

• Analyze caseload and case mix to support assignment decisions; monitor case aging and service-level adherence, flagging at-risk cases and root causes to management.

Data Analysis & Reporting

• Build and analyze reports on complaint volume, trends, case aging, and outcomes to surface issues requiring leadership attention or corrective action.
• Maintain dashboards and tracking tools; prepare materials for leadership and carrier discussions.

Stakeholder Communication & Follow-Up

• Serve as point of contact for carriers, sales leadership, and investigators on case status and documentation.
• Monitor outstanding CAP and agent-response requirements, flagging non-response patterns and escalating unresolved items.

Investigative Analysis & Support

• Gather and organize investigation documentation (lead data, audit findings, enrollment records, call recordings); identify information gaps.
• Support special projects and process improvements, including automation opportunities.

Core Competencies

• Critical Thinking & Trend Recognition — spots patterns and risk in case data; knows what to escape.
• Data Integrity & Reporting — keeps records accurate; understands data quality drives good analysis.
• Organizational Effectiveness — manages competing deadlines and SLAs reliably.
• Communication — clear, professional follow-through with internal and external stakeholders.

Qualifications

Required

• High school diploma or equivalent; 1+ year in compliance, QA, operations, insurance, healthcare, or related field.
• Demonstrated ability to analyze data, identify trends, and use sound judgment.
• Strong Excel/Microsoft Office skills; ability to learn new systems quickly.
• Strong written/verbal communication; able to work independently with confidential information.

Preferred

• Medicare, healthcare, or insurance compliance experience.
• Experience with Jira, QuickBase, Smartsheet, or similar systems.
• Associate's/Bachelor's degree or relevant certification.