Agent Oversight Analyst

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies.  Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience. 

We work with some of America’s largest insurance brands to attract, educate and connect with consumers.  Our diverse team of analysts, writers, engineers, designers, business leads, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies.  These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry.

When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together.  Our culture rests on a simple principle – “Be Real” – that means being genuine, keeping your word, and having the courage to make tough decisions.  Our “Be Real” values resonate and are meaningful to us.  We are entrepreneurial, fast paced and empower our people.  We know how to make things happen and know that our people are always the source of our success.

The Agent Oversight Analyst supports the analytical work behind the department's investigation lifecycle — reviewing and prioritizing complaints, tracking cases against service-level expectations, and turning case data into the trends and metrics leadership uses to drive accountability. The ideal candidate thinks in terms of risk, patterns, and root causes, not just checklists.

Essential Duties and Responsibilities

Complaint Intake & Oversight

• Review, evaluate, and log incoming complaints and allegations from carriers, CMS/CTM channels, internal referrals, and sales leadership; classify by type, carrier, and priority.
• Identify duplicate or related cases and escalate high-risk matters to the Manager, Carrier Compliance and Oversight.

Caseload Analysis & Workflow Management

• Analyze caseload and case mix to support assignment decisions; monitor case aging and service-level adherence, flagging at-risk cases and root causes to management.

Data Analysis & Reporting

• Build and analyze reports on complaint volume, trends, case aging, and outcomes to surface issues requiring leadership attention or corrective action.
• Maintain dashboards and tracking tools; prepare materials for leadership and carrier discussions.

Stakeholder Communication & Follow-Up

• Serve as point of contact for carriers, sales leadership, and investigators on case status and documentation.
• Monitor outstanding CAP and agent-response requirements, flagging non-response patterns and escalating unresolved items.

Investigative Analysis & Support

• Gather and organize investigation documentation (lead data, audit findings, enrollment records, call recordings); identify information gaps.
• Support special projects and process improvements, including automation opportunities.

Core Competencies

• Critical Thinking & Trend Recognition — spots patterns and risk in case data; knows what to escalate.
• Data Integrity & Reporting — keeps records accurate; understands data quality drives good analysis.
• Organizational Effectiveness — manages competing deadlines and SLAs reliably.
• Communication — clear, professional follow-through with internal and external stakeholders.

Qualifications

Required

• High school diploma or equivalent; 1+ year in compliance, QA, operations, insurance, healthcare, or related field.
• Demonstrated ability to analyze data, identify trends, and use sound judgment.
• Strong Excel/Microsoft Office skills; ability to learn new systems quickly.
• Strong written/verbal communication; able to work independently with confidential information.

Preferred

• Medicare, healthcare, or insurance compliance experience.
• Experience with Jira, QuickBase, Smartsheet, or similar systems.
• Associate's/Bachelor's degree or relevant certification.

TRANZACT is an Equal Opportunity Employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Equal Opportunity Employer/Disability/Vet