Off Phone Quality Manager

• Leads the internal audit function for CVS Specialty's off-phone and administrative operations
• Provide strategic leadership to a team of supervisors and analysts
• Oversee the planning, execution, and reporting of audits using Verint live monitoring and screen capture tools
• Ensure compliance with regulatory standards and internal protocols
• Drive continuous improvement in operational efficiency, patient safety, and service quality
• Develop and implement the annual audit plan for pharmacy task functions including intake, benefits verification, order scheduling, prior authorization management, clinical reviews
• Ensure all pre-shipment issues are corrected to mitigate financial impact
• Influence key business decisions, drive increased productivity, and impact effectiveness and efficiencies within operations

• 5+ years in internal audit, quality assurance, or pharmacy operations
• 5+ years in a leadership or management role with exempt & non-exempt direct reports
• Experience with Verint or similar live monitoring, screen capture audit platforms
• Experience in specialty pharmacy and payer-specific workflows
• Strong analytical skills with proficiency in data analysis tools and techniques
• Ability to process and synthesize quantitative and qualitative data to derive actionable solutions
• Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques)
• Engaging and driving business owners to address and resolve project risk or issues
• Power Point – Executive level presentations
• Understand business process improvement, project management and quality practices
• Excellent communication skills, with the ability to present data insights clearly to diverse audiences
• As a SME around business and data driven projects
• share and drive the offload of knowledge with team members
• Ability to be a mentor to less experienced Business Analyst and team members to drive compliance for best practices, methods, standards, and processes
• Ability to prioritize and meet deadlines with tight timeframes
• High School Diploma or General Equivalent Development (GED)

Six Sigma Certification

• Affordable medical plan options
• 401(k) plan with matching company contributions
• Employee stock purchase plan
• No-cost wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access