Off Phone Quality Manager

ty for performance outcomes aligned with organizational goals. This role oversees the planning, execution, and reporting of audits using Verint live monitoring and screen capture tools, ensuring compliance with regulatory standards, internal protocols, and driving continuous improvement in operational efficiency, patient safety, and service quality. It will be imperative that this leader possesses the skills to develop and implement the annual audit plan for pharmacy task functions including intake, benefits verification, order scheduling, prior authorization management, clinical reviews, as well as additional off-phone and administrative operations critical to specialty pharmacy services. This leader will ensure all pre-shipment issues are corrected to mitigate financial impact. This position requires strong leadership, analytical skills, and a deep understanding of auditing principles and pharmacy operations. This strategic role directly influences the key business decisions, drives increased productivity, and impacts the effectiveness and efficiencies within operations.Required Qualifications

• 5+ years in internal audit, quality assurance, or pharmacy operations
• 5+ years in a leadership or management role with exempt & non-exempt direct reports
• Experience with Verint or similar live monitoring, screen capture audit platforms
• Experience in specialty pharmacy and payer-specific workflows
• Strong analytical skills with proficiency in data analysis tools and techniques
• Ability to process and synthesize quantitative and qualitative data to derive actionable solutions
• Data analysis skills, including the ability to wrangle and analyze large structured and unstructured datasets (Excel and more advanced analytical techniques)
• Engaging and driving business owners to address and resolve project risk or issues
• Power Point - Executive level presentations
• Understand business process improvement, project management and quality practices
• Excellent communication skills, with the ability to present data insights clearly to diverse audiences.
• As a SME around business and data driven projects; share and drive the offload of knowledge with team members
• Ability to be a mentor to less experienced Business Analyst and team members to drive compliance for best practices, methods, standards, and processes
• Ability to prioritize and meet deadlines with tight timeframes

Preferred Qualifications

• Six Sigma Certification

Education
High School Diploma or General Equivalent Development (GED)Anticipated Weekly Hours
40Time Type
Full timePay Range

The typical pay range for this role is:$54,300.00 - $159,120.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 11/30/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.