Senior Compliance & Process Optimization Coordinator

CVS Health; Maine; Hybrid; USD 26,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid Time Off

Retirement Plan

Wellness Program

Job summary

CVS Health in Maine is seeking a Senior Coordinator, Business Compliance to oversee operations, audits, SOPs, and regulatory adherence, acting as a liaison between operations, leadership, and compliance partners. The role involves monitoring ticket queues, resolving tickets within SLAs, analyzing data for leadership reports, and guiding process improvements across departments.

Strong analytical skills and effective communication are essential.

Qualifications

• Proficiency with Microsoft Office Suite (Access, Excel, PowerPoint, Word, Outlook).
• 1 year experience communicating with internal/external teams and leaders.
• Minimum 1 year with root cause analysis and data-driven problem solving.
• Minimum 2 years in a call monitoring environment.
• Ability to adjust priorities to changing business needs in a fast-paced environment.
• Knowledge of contact center tech and systems (VoIP/TDM, call recording solutions).

Responsibilities

• Audit and monitor operations to ensure policy compliance and quality standards.
• Develop and maintain SOPs, reporting, and corrective action plans.
• Manage tickets in assigned system, meeting SLAs and turning around requests timely.
• Collaborate across functions on projects, process improvements, and system implementations.

Skills

MS Office

Stakeholder comms

Root cause analysis

Call monitoring

Prioritization

Contact center tech

Education

Bachelor's degree

Tools

N/A

Job description

CVS Health in Maine is seeking a Senior Coordinator, Business Compliance to oversee operations, audits, SOPs, and regulatory adherence, acting as a liaison between operations, leadership, and compliance partners. The role involves monitoring ticket queues, resolving tickets within SLAs, analyzing data for leadership reports, and guiding process improvements across departments.

Strong analytical skills and effective communication are essential.