Senior Compliance & Process Improvement Coordinator

CVS Health; Clifton (TX); On-site; USD 25,000 - 58,000; Full time

Job summary

CVS Health in Texas is seeking a Senior Coordinator, Business Compliance to support and monitor operations for regulatory adherence, quality standards, and SOP maintenance.

You will conduct audits, analyze data, manage tickets with SLAs, and collaborate with cross-functional teams to drive process improvements and reporting for leadership.

This role requires Microsoft Office proficiency, strong analytical skills, and experience with call monitoring environments; a Bachelor’s degree is preferred.

Qualifications

• 1 year experience with Microsoft Office Suite (Access, Excel, PowerPoint, Word, Outlook).
• 1 year experience communicating with internal/external associates, teams and business leaders.
• Minimum of 1 year experience with root cause analysis: proactively ask the right questions, gather and analyze data, identify and solve problems that arise with little or no precedent and with a sense of urgency.
• Minimum of 2 years experience within a call monitoring environment.
• Experience in rapidly adjusting priorities to meet changing business requirements and to prioritize tasks in an environment with goals that sometimes conflict.
• Overall comprehension on how the IT architecture works regarding phone switches and call recording solution, including VoIP/TDM call center phones, Nice, Five9 Verint and/or comparable ticket systems.

Responsibilities

• Audit and review operations to ensure compliance with policies, regulatory requirements and quality standards.
• Monitor and manage tickets within SLAs and turnaround times; document updates.
• Develop, maintain and improve SOPs, reporting and training materials.
• Assist with corrective action plans and objective-driven improvements.
• Analyze trends and prepare leadership reports to support decision-making.
• Lead cross-functional projects and collaborate with partners on process improvements and system implementations.

Skills

Office Suite

Stakeholder communication

Root cause analysis

Call monitoring

Prioritization under pressure

Analytical skills

Education

High School Diploma or GED

Bachelor's degree (preferred)

Tools

Nice

Five9

Verint

Ticketing systems

Job description

CVS Health in Texas is seeking a Senior Coordinator, Business Compliance to support and monitor operations for regulatory adherence, quality standards, and SOP maintenance.

You will conduct audits, analyze data, manage tickets with SLAs, and collaborate with cross-functional teams to drive process improvements and reporting for leadership.

This role requires Microsoft Office proficiency, strong analytical skills, and experience with call monitoring environments; a Bachelor’s degree is preferred.