Senior Quality Specialists Debt Management

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Position Summary

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.

• 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

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.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws.