Job Description

We are seeking a Quality Review and Audit Sr. Analyst responsible for the daily operations of call quality monitoring and audit functions for telesales agent activities as well as assisting in development of quality policies and procedures. This individual will also be responsible for data collection and reporting, leading projects for call quality improvement to address customer issues, improve the telesales customer experience and an on-going effort to increase overall sales.

Work from Home (must be located in Phoenix, AZ, Birmingham, AL, Nashville, TN, Houston, TX or Philadelphia, PA)

Responsibilities:

* Collaborates with telesales management to build and maintain the telesales quality monitoring scorecard
* Completes regular call quality monitoring
* Leads group coaching and call calibration sessions to ensure consistency
* Identify opportunities to enhance key sales metrics
* Analyzes call quality data using tools such as Excel or internal systems to identify trends
* Proactively identifying customer needs and solutions
* May coordinate/lead projects for call quality improvements
* Ability to partner and build relationships with internal and external teams
* Adhere to regulatory requirements in applicable areas
* Provide insight on agent behavior, customer behavior and market trends
* Identify opportunities to enhance key sales metrics
* Able to summarize key areas of development to training department
* Identifying gaps in processes, engages appropriate business partners to address
* Assists with special projects supporting consistent call quality such as: preparing for the CMS FLL/TTY audits, successful onboarding of new FTE agents and vendor partner agents.

Skills:

* Experience in multiple coaching techniques
* Understanding of end to end telesales role
* Excellent listening, organizational and communication skills
* High attention to detail, quality and accuracy
* Comfortable and effective at delivering constructive feedback
* Ability to work closely with key stakeholders at all levels
* Experience in regulated sales environment
* Awareness to identify sales trends and opportunities to grow more sales
* Excellent listening skills
* Ability to work independently and as part of a team.

Qualifications:

* 3 or more years of related experience required
* BA degree or equivalent relevant work experience
* Background in selling or working in the governments segment supporting Medicare Advantage, Medicare Supplement and PDP products is needed.
* Ability to function in a fast-paced environment and prioritize multiple tasks under tight deadlines
* Proficient in Microsoft Office, Salesforce, Verint, Finesse and systems used to perform call quality audits
* Demonstrated ability to drive results
* Some travel may be required (as allowed by state regulations)

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, youll enjoy meaningful career experiences that enrich peoples lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.