Remote Data & Quality Insights Manager

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

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.