Sr. Analyst, Leave of Absence-Training

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

The CVS Health Quality Assurance Specialist, Enterprise Absence Management will be responsible for supporting the day-to day operation of Enterprise Absence Management (my Leave) Team by ensuring the operation meets required quality and service delivery standards including compliance with all leave of absence and accommodation requests. This role will be responsible for identifying enhancements and training needs, as well as being an advocate for change to increase effectiveness and productivity for the my Leave team.

The Quality Assurance Specialist, Enterprise Absence Management will measure the quality of all processes related to leave of absence and accommodations to identify continuous process improvements and facilitate growth of the my Leave teams and programs.

• Conduct random quality audits / service observe call center agents, case managers and researchers and accommodation requests to determine accuracy of CVS Health's policies and procedures are being met.
• Identify any process delivery or behavior themes across the my Leave team call center and / or case managers to advise of additional required training.
• Facilitate monthly Quality Assurance reviews to identify individual call center, case manager and researcher training needs and/or broader training should Quality Assurance results identify a theme across a pod or broader team.
• Participate in quality improvement initiatives and offer opportunities or other efficiencies through improvement of the case management process.
• Develop and recommend process improvements to the my Leave trainers to ensure improvements that have been identified are being delivered and communicated out to the my Leave team.
• Determine and recommend adjustments to quality reviews.
• Monitor the call center and case managers to ensure process changes and legislative updates are being implemented and communicated to colleagues correctly.
• Conduct one-on-one training support and call listening, when needed.
• Facilitate User Acceptance Testing of any new and/or updated process configurations as well as legislative updates impacting processes.
• Support Team Leads and when necessary, assume call center or case manager role in times of increased activity
• Collaborate with Trainers to develop quality reviews and knowledge assessments post-training sessions to assess my Leave team resources' knowledge of new content and/or process changes.
• Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; and effective conflict resolution.
• Perform quality assurance reviews of AI interactions, workflows, and system performance to identify defects, inaccuracies, compliance risks, and opportunities for improvement.
• Evaluate AI-generated interactions and outputs to ensure alignment with business requirements, regulatory standards, quality expectations, and customer experience objectives.
• Analyze Automated Quality Management (AQM) insights and quality trends to identify performance gaps, coaching opportunities, and training needs across the organization.
• Other duties as required.

Quality Assurance Specialists, Enterprise Absence Management are expected to be well versed in CVS Health's technology, leave of absence policies, and my Leave procedures to deliver the best results to the my Leave team.

• Minimum of 3 years of recent experience in Absence Management industry (FMLA, LOA, ADA, STD, LTD)
• Excellent interpersonal communications skills both verbal and written
• Strong organizational and analytical skills
• Intermediate Microsoft Office:
  Excel, Word, PowerPoint, Outlook

• Self-starter and proven team player capable of prioritizing work…