At CVS Health, we are on a mission to transform healthcare by creating a connected, compassionate, and convenient experience for millions of Americans. With over 300,000 dedicated colleagues, we’re building a healthier future while putting people at the center of everything we do. This QA Analyst role is an opportunity to make a meaningful impact by improving customer interactions and supporting call center performance. As a QA Analyst, you will leverage AI-driven tools, analyze call quality, and provide actionable insights to ensure excellence across every customer touchpoint.
Why Join CVS Health as a QA Analyst?
As a QA Analyst, you’ll work closely with management teams to monitor and improve call quality while identifying training opportunities for agents. You’ll also help drive compliance with company policies, industry regulations, and customer-first best practices. This position offers:
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Competitive hourly pay: $17.00 – $28.46, plus bonuses or incentives.
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Full-time schedule with 40 weekly hours.
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Comprehensive health, wellness, and retirement benefits.
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Opportunity to use advanced QA technology (AI-assisted tools).
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Career growth within one of the nation’s top healthcare companies.
Key Responsibilities of a QA Analyst
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Review and evaluate agent phone calls using AI-assisted QA tools.
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Analyze QA data to identify trends, risks, and opportunities for improvement.
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Ensure compliance with internal policies and regulatory standards.
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Generate detailed reports and dashboards for leadership teams.
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Assist with onboarding, training, and retention of new agents.
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Address grievances related to QA results.
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Support additional business initiatives as assigned by management.
Qualifications for a QA Analyst
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Associate’s Degree required; Bachelor’s Degree preferred.
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Prior Quality Assurance or auditing experience.
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3+ years in a call center, sales, or quality environment preferred.
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Strong analytical, detail-oriented, and problem-solving skills.
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Ability to work independently and meet deadlines.
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Excellent interpersonal and communication skills.
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Familiarity with Google Suite, Verint, Observe.ai, Salesforce, and Five9 is a plus.
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Bilingual candidates strongly preferred.
What Makes a Great QA Analyst at CVS Health?
A successful QA Analyst is attentive, proactive, and passionate about delivering the best customer experience. You’ll thrive if you can analyze complex data, make agile decisions, and communicate insights clearly. As part of the CVS Health team, you’ll help raise quality standards, empower colleagues, and improve customer satisfaction across every interaction.
Compensation and Benefits
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Hourly pay: $17.00 – $28.46 (based on experience, location, and qualifications).
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Bonus and incentive opportunities.
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Affordable medical, dental, and vision insurance.
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401(k) plan with company match and employee stock purchase program.
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Paid time off, family leave, and flexible work schedules.
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No-cost wellness programs, counseling, and financial coaching.
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Tuition assistance and career development opportunities.
Equal Opportunity Employer
CVS Health is proud to be an equal opportunity employer. We welcome and value diversity, ensuring fair treatment for all applicants regardless of race, gender, age, disability, or background. Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws.