Medicare Telesales Quality Assurance Specialist

Freddie Mac; United States; Remote; USD 46,000 - 92,000; Full time

Job summary

A leading health solutions company is seeking a Medicare Telesales Quality Assurance Specialist. This role involves measuring call center quality assurance to ensure compliance with guidelines while supporting training and maintaining quality performance programs. Ideal candidates will have experience in the Medicare call center environment and proficiency in Microsoft Office.

Benefits

Affordable medical plan options

401(k) with company match

Employee stock purchase plan

Flexible work schedules

Tuition assistance

Qualifications

• 1 to 2 years' experience in Medicare call center.
• Knowledge of Medicare products.
• Excellent communication and listening skills.

Responsibilities

• Evaluates the quality and handling of calls.
• Conducts audits to measure adherence to guidelines.
• Makes recommendations on training needs and quality controls.

Skills

Communication

Attention to detail

Ability to multi-task

Self-starter

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office Suite

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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)

Anticipated Weekly Hours
40

Time Type
Full time

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.

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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/14/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.