Quality Review and Audit Senior Analyst - Express Scripts - Remote

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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance.  Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

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