Job Description
Evernorth is currently seeking a Quality Review and Audit Senior Analyst. The Quality Review and Audit Senior Analyst plays a key role in ensuring operational excellence through robust quality monitoring and effective documentation management. This dual-role position supports performance assurance-similar to quality assurance in a call center environment-by analyzing, reporting, and driving improvements in agent performance, training effectiveness, and compliance adherence. Simultaneously, the Lead Analyst oversees document control practices to ensure that standard operating procedures (SOPs), training materials, and business documentation remain accurate, consistent, and audit-ready across the organization.
RESPONSIBILITIES: - Execute performance assurance activities by conducting call reviews, quality audits, and coaching calibrations to evaluate compliance, accuracy, and service delivery. Identify trends, gaps, and training opportunities by analyzing performance data and agent/customer interactions.
- Create and enhance reporting tools that track individual, team, and organizational performance. Use dashboards and scorecards to communicate actionable insights to stakeholders and support data-driven decisions that improve service and operational outcomes.
- Partner with training, operations, and leadership teams to close performance gaps, improve content effectiveness, and implement corrective actions. Ensure findings from audits and quality reviews feed into training programs and standard workflows.
- Manage the creation, revision, approval, publishing, and archival of controlled documents, including SOPs, work instructions, job aids, and policy documents. Ensure documents follow formatting standards, compliance protocols, and version control practices.
- Conduct regular reviews and audits of documents to maintain accuracy, accessibility, and regulatory compliance. Collaborate with subject matter experts and content owners to maintain up-to-date, audit-ready documentation across business units.
QUALIFICATIONS: - High School Diploma or GED required.
- 1+ years of experience in quality assurance, performance analysis, document control, or training operations.
- Demonstrated knowledge of quality monitoring processes in a call center, healthcare, logistics, or training environment.
- Experience using quality management systems (e.g., Verint, NICE, Calabrio).
- Experience using document control tools (e.g., SharePoint, Power Automate).
- Knowledge of performance dashboards (e.g., Power BI, Excel).
- Exceptional analytical, communication, and organizational skills.
- Proven ability to manage multiple projects with strong attention to detail and deadlines.
Candidates who reside within 50 miles of the Lake Mary, FL office will be designated as hybrid. 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.
We want you to be healthy, balanced, and feel secure. That's why 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) with company match, 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, visit Life at Cigna Group .
About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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 require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume as you will not receive a response.
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.
Job Tags
Permanent employment, Work at office, Local area, Remote work,