Sr. Analyst, Leave of Absence-Training

Job Responsibilities

• 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 myLeave 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 myLeave trainers to ensure improvements that have been identified are being delivered and communicated out to the myLeave 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 myLeave team resources’ knowledge of new content and/or process changes.

Qualifications

• 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
• Preferred Qualifications: Self-starter and proven team player capable of prioritizing work and problems simultaneously, comfortable working in a high-energy, quickly changing and demanding environment