Quality Review and Audit Sr. Manager - US Employer - Evernorth - Remote

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

As the Quality Review and Audit Senior Manager, you will provide strategic leadership and oversight for the Quality Readiness and Performance Solutions Team within the Operations Insights Delivery team.

This highly visible executive role is pivotal in shaping and executing quality strategies that drive operational excellence and elevate performance across Customer Service Operations.

Key Responsibilities:


* Lead and develop a management team overseeing multiple layers of Quality Reviewers and Quality Supervisors ensuring alignment with enterprise objectives and fostering a culture of high performance


* Engage regularly with direct reports and key business stakeholders to set direction, review performance, and drive continuous improvement through robust coaching and enablement frameworks


* Serve as the executive authority for Quality processes, adjudicating complex quality rebuttals and ensuring program execution meets the highest standards


* Facilitate cross-functional collaboration with supervisors and matrix partners, leading strategic meetings, overseeing financial planning, and delivering in-depth performance analysis


* Champion organizational change by evolving the Quality model to meet dynamic business needs and ensuring the adoption of best practices across the enterprise


* Apply comprehensive business acumen and a broad perspective to develop innovative solutions that address complex challenges and advance organizational goals


* Deliver executive-level presentations and complex visual analyses for senior leadership, ensuring clarity and actionable insights


* Demonstrate exceptional communication and executive presence in all interactions, effectively engaging audiences and influencing outcomes at all organizational levels.

Qualifications:


* High School Diploma or equivalent required


* Bachelor's degree or advanced degree highly preferred


* 5+ years' senior management or equivalent leadership experience, with a proven track record in quality assurance and operational leadership required


* Ability to interface with varying levels of leadership


* Deep expertise in Cigna US Employer products (Medical, Dental) and contact center operations preferred


* Demonstrated excellence in data analysis, strategic decision-making, and complex problem-solving


* Superior relationship-building skills and the ability to influence cross-functional teams and enterprise-wide initiatives


* Mastery of Microsoft Word, Excel, and PowerPoint for executive reporting and analysis


* Ability to thrive in a dynamic, virtual environment, managing multiple priorities and adapting to evolving business needs

Work Environment:
This is a virtual, work-from-home role, operating primarily within standard business hou...