Quality Manager, Data & Insights Analytics

CVS Health; Lansing (MI); On-site; USD 60,000 - 159,000; Full time

Job summary

CVS Health, supporting Aetna, seeks a Quality Manager, Data & Insights Analytics to transform raw data into actionable insights guiding decision-making across Direct-to-Consumer channels such as Telesales, field service and member experience.

You will develop reporting solutions, dashboards and analytics tied to agent behavior, quality trends and process opportunities while collaborating with QA, Compliance, Operations and Vendor Management to ensure data integrity and effective vendor oversight.

Qualifications

• 3+ years of experience in quality analytics or data insights.
• Strong data and technical skills, including advanced Excel and SQL.
• Experience with NICE CXone reporting, analytics and QA modules.
• Strong analytical skills and attention to detail.

Responsibilities

• Transform raw data into actionable insights to support strategic decisions across DTC channels.
• Develop and deliver reporting solutions and quality dashboards.
• Analyze agent behavior, quality trends and process opportunities.
• Collaborate with QA, Compliance, Operations and Vendor Management to ensure data integrity.

Skills

3+ years of experience

Strong data and analytical skills

SQL & advanced Excel proficiency

Education

Bachelor’s degree in Communications, Business, Data Analytics or equivalent experience

Tools

Microsoft Excel

SQL

Power Query

NICE CXone

CRM systems SPICE ThinkAgent

Job description

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

• 3+ years of experience
• 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.
• Strong analytical skills

Preferred Qualifications

• Experience in Medicare sales, including Medicare Advantage, Medicare Supplement and Part D plans.
• Active and current health insurance license.
• Telesales/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.
• Experience/proficiency with CRM systems, including SPICE and ThinkAgent

Education

Bachelor’s degree in Communications, Business, Data Analytics or equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$60,300.00 - $159,120.00

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments (https://learn.bswift.com/cvshealth-mainland) .

We anticipate the application window for this opening will close on: 09/08/2026

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

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.