Senior Quality Review and Audit Analyst

The Cigna Group

Quality Review and Audit Senior Analyst supporting enterprise quality strategy through automation and technology solutions at Cigna Group. Driving insights and collaboration to enhance quality management programs.

Posted 6/13/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $58,400 - $97,400 per yearWebsite

Tech Stack

Tools & technologies

AWSVBA

About the role

Key responsibilities & impact

Support enterprise quality strategy through the design, automation, and optimization of quality monitoring systems using Verint, speech analytics, and AI-driven tools
Help maintain scalable Automated Quality Management programs
Drive insights from speech and transcription data
Enable teams with actionable analytics and emerging tech solutions
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

Requirements

What you’ll need

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 implementation 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

Benefits

Comp & perks

Medical, vision, dental insurance
Well-being and behavioral health programs
401(k)
Company paid life insurance
Tuition reimbursement
Minimum of 18 days of paid time off per year
Paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality monitoring systemsautomated quality managementspeech analyticsdata analysisscoring frameworksautomationExcelVBAAWSVerint

Soft Skills

communication skillsanalytical skillsprocess improvementstakeholder communicationcollaborationrelationship buildingtraininginsight generationproblem-solvingproject management

Certifications

High School DiplomaGEDBachelor’s degree