Senior Quality Specialists - Debt Management

Senior Quality Specialist

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

Senior Quality Specialists play a critical role in Commission Operations, with a focus on ensuring the accuracy and integrity of agent commission accounting and debt management processes. While the role includes agent-facing responsibilities, it is primarily a production operations position centered around back-end analysis, reconciliation, and transactional processing that directly supports agent payments and satisfaction. Senior Quality Specialists are responsible for reviewing and resolving commission-related issues, monitoring agent debts, and maintaining accurate financial records. Strong organizational skills, attention to detail, and the ability to document and resolve cases in alignment with program guidelines are essential. Effective communication is also key, as Senior Quality Specialists partner with internal teams and occasionally engage with agents to provide clear, timely, and empathetic support. This role requires independent task management, adherence to departmental standards, and a commitment to delivering a consistent, high-quality agent experience through operational excellence.

Responsibilities:

• Serves as a subject matter expert and quality advocate, ensuring adherence to departmental standards and promoting a culture of continuous improvement.
• Conducts regular quality audits across multiple products and platforms to ensure compliance and drive operational efficiency.
• Supports commission operations and debt management processes, including agent account reconciliation, payment tracking, and collection efforts.
• Assists with special projects and initiatives as needed, such as credit card reconciliation or Vector One reporting.
• Collaborates cross-functionally to resolve service issues, identify process improvements, and deliver consistent, high-quality support.
• Responds to agent inquiries via phone and email, providing accurate information and empathetic, solutions-focused service.
• Analyzes and processes commission-related transactions, identifies trends or recurring issues, and works proactively to develop corrective actions.
• Utilizes internal systems to document all agent interactions, maintain accurate records, and generate reports related to agent debt and commissions.
• Participates in department cross-training and provides technical guidance to peers as needed.

Required Qualifications:

• 1+ years of experience in customer service, operations, administrative support, financial services, accounting support, commissions, or a related business environment.
• Basic understanding of accounting concepts, including debits, credits, account balances, payments, adjustments, and reconciliations.
• Strong written and verbal communication skills, including the ability to communicate professionally through phone, email, and internal correspondence.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word, with strong attention to detail and organizational skills.

Preferred Qualifications:

• Intermediate Excel skills, including VLOOKUP/XLOOKUP, PivotTables, filtering, and data analysis.
• SQL experience a plus
• Associates degree in related field or equivalent experience is preferred.

Education:

• High School Diploma or GED

Anticipated Weekly Hours:

40

Time Type:

Full time

Pay Range:

The typical pay range for this role is:

$18.50 - $35.29

This 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 people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full?time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well?being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.