Quality Review and Audit Senior Analyst - Evernorth - Remote

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 f...