[Hiring] Senior Analyst, Leave of Absence-Training @CVS Health

Role Description

The CVS Health Quality Assurance Specialist, Enterprise Absence Management will be responsible for supporting the day-to-day operation of the Enterprise Absence Management (myLeave) Team by ensuring the operation meets required quality and service delivery standards including compliance with all leave of absence and accommodation requests.

This role will be responsible for:

• Identifying enhancements and training needs.
• Being an advocate for change to increase effectiveness and productivity for the myLeave team.
• Measuring the quality of all processes related to leave of absence and accommodations to identify continuous process improvements.
• Facilitating growth of the myLeave teams and programs.

Job Responsibilities:

• Conduct random quality audits/service observe call center agents, case managers, and researchers to determine accuracy of CVS Health’s policies and procedures.
• Identify any process delivery or behavior themes across the myLeave team call center and/or case managers to advise of additional required training.
• Facilitate monthly Quality Assurance reviews to identify individual training needs.
• Participate in quality improvement initiatives and offer opportunities for efficiency improvements.
• Develop and recommend process improvements to the myLeave trainers.
• Determine and recommend adjustments to quality reviews.
• Monitor the call center and case managers to ensure process changes and legislative updates are communicated correctly.
• Conduct one-on-one training support and call listening, when needed.
• Facilitate User Acceptance Testing of new and/or updated process configurations.
• Support Team Leads and assume call center or case manager role in times of increased activity.
• Collaborate with Trainers to develop quality reviews and knowledge assessments post-training sessions.
• Interview, train, and motivate employees; plan, assign, and direct work; and resolve conflicts effectively.
• Perform quality assurance reviews of AI interactions, workflows, and system performance.
• Evaluate AI-generated interactions and outputs for alignment with business requirements.
• Analyze Automated Quality Management (AQM) insights and quality trends.
• Other duties as required.

Quality Assurance Specialists are expected to be well versed in CVS Health’s technology, leave of absence policies, and myLeave procedures.

Qualifications

• Minimum of 3 years of recent experience in Absence Management industry (FMLA, LOA, ADA, STD, LTD).
• Excellent interpersonal communications skills both verbal and written.
• Strong organizational and analytical skills.
• Intermediate Microsoft Office: Excel, Word, PowerPoint, Outlook.

Requirements

• Self-starter and proven team player capable of prioritizing work and problems simultaneously.
• Comfortable working in a high-energy, quickly changing and demanding environment.

Education

• Bachelor's Degree (preferred) or equal years of working experience may be considered.

Pay Range

The typical pay range for this role is: $46,988.00 - $122,400.00. 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.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.