Senior Quality Specialist

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Senior Quality Specialists play a critical role in Commission Operations, with a focus on ensuring the accuracy and integrity of agent commission accounting and debt management processes. While the role includes agent-facing responsibilities, it is primarily a production operations position centered around back-end analysis, reconciliation, and transactional processing that directly supports agent payments and satisfaction. Senior Quality Specialists are responsible for reviewing and resolving commission-related issues, monitoring agent debts, and maintaining accurate financial records. Strong organizational skills, attention to detail, and the ability to document and resolve cases in alignment with program guidelines are essential. Effective communication is also key, as Senior Quality Specialists partner with internal teams and occasionally engage with agents to provide clear, timely, and empathetic support. This role requires independent task management, adherence to departmental standards, and a commitment to delivering a consistent, high-quality agent experience through operational excellence.• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Assists with special projects and initiatives as needed, such as credit card reconciliation or Vector One reporting.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participates in department cross-training and provides technical guidance to peers as needed.Required Qualifications

• 2+ years MS Excel (Pivot Tables, V look Ups, Basic Formulas) experience.
• Collections experience
• Basic accounting skills
• Experience in a production or commission environment preferred.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
• Strong written communications skills
• Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

• SQL experience
• Experience in a production or commission environment preferred.

• Associated degree or equivalent work experience.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.