Quality Review and Audit Senior Analyst - Express Scripts - Remote

The job profile for this position is Quality Review and Audit Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.

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Our people make all the difference in our success.

As a Quality Review and Audit Senior Analyst (Verint/Speech), you’ll support enterprise quality strategy through the design, automation, and optimization of quality monitoring systems using Verint, speech analytics, and AI-driven tools. You’ll help maintain scalable Automated Quality Management programs, drive insights from speech and transcription data, and enable teams with actionable analytics and emerging tech solutions.

What you’ll do to make a difference:

• 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

What you need to be successful:

• 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 implantation 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

• Self-starter with ability to work independently or lead problem-solving efforts

• Quick learner who can adapt, prioritize, and thrive through change

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 58,400 - 97,400 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here.

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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.