Senior Quality Review and Audit Analyst
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Job Description
Quality Review and Audit Senior Analyst supporting enterprise quality strategy through automation and technology solutions at Cigna Group. Driving insights and collaboration to enhance quality management programs.
Responsibilities:
- Support enterprise quality strategy through the design, automation, and optimization of quality monitoring systems using Verint, speech analytics, and AI-driven tools
- Help maintain scalable Automated Quality Management programs
- Drive insights from speech and transcription data
- Enable teams with actionable analytics and emerging tech solutions
- Build, configure, and maintain Automated Quality Management forms, questions, and scoring frameworks in Verint
- Translate business requirements into measurable quality behaviors with key stakeholders
- Test, validate, and refine automated scoring logic for accuracy
- Maintain governance and consistency across forms, KPIs, and deployments
- Support rollout, training, and adoption of AQM across business areas
- Lead all speech functionality efforts for assigned vertical (Contact Center, Specialty Services, Clinical)
- Align speech categories with operational priorities and quality goals
- Monitor category performance, refine triggers/phrases, and improve detection accuracy
- Use speech hit rate data to identify investigation opportunities
- Partner with WFO to improve transcription and data outcomes (phonetics boosting)
- Leverage Verint marketplace to explore and implement new ideas
- Develop and present storyboards by analyzing data and trends across verticals
- Support onboarding and training of new analysts (forms, alerts, categories, KPIs, thresholds)
- Build strong relationships with internal and external partners
- Creatively use data and technology to uncover opportunities and solutions
- Support rollout of new features (call recording, summarization, AI bots, transfer bots)
- Evaluate new tools and enhancements within Verint and beyond
- Partner with leadership on pilots and innovation initiatives
- Identify opportunities to reduce manual work through automation
- Create and maintain standard operating procedures
Requirements:
- High School Diploma or GED required; Bachelor’s preferred
- 2+ years of related experience required
- 1+ years of Verint experience, specifically in tool administration, configuration, or quality form design required
- Experience supporting scalable program development or implementation preferred
- Experience with AWS and AI systems preferred
- Speech Analytics experience preferred
- Experience with Accredo, Freedom, or ESSDS pharmacy procedures preferred
- Strong math and communication skills (written and oral)
- Advanced Excel (VBA preferred)
- Proficient in Teams, OneNote, PowerPoint, SharePoint, Word, Outlook
- Strong process improvement and analytical skills
- Ability to turn data into actionable insights
- Strong stakeholder communication and collaboration skills
- Ability to manage multiple systems, workflows, and priorities
Benefits:
- Medical, vision, dental insurance
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year
- Paid holidays
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