Quality Review/Audit

The job profile for this position is a Band 2 Quality Review and Audit Analyst.

The Quality Review and Audit Analyst will support the strategy of Quality Management team: To drive business value, meet contractual obligations, and enhance customer/member experience by delivering high-quality audits across all communication channels. Through insightful analysis of error trends and root causes, we aim to identify pain points and enable continuous improvement. This ensures a more efficient, seamless, and satisfying journey for Cigna customers, while supporting operational excellence and strategic decision-making.

Your responsibilities:

· Perform audits based on specific International Health Books of Business (APAC, GHB Europe, GIH, IOH) and segments (Call, Written, Claims, Complaints etc) to determine accuracy, consistency, and compliance regarding established procedures.

· Proactively flag errors, gaps in processes, and risks to leadership for corrective actions, with a specific focus on affordability and customer experience.

· Potential to participate in focus audits, projects, and third-party audits.

· Perform root cause analysis on audit findings to understand why the findings occurred and support with the communication of those in monthly meetings with Operations.

· Identify improvements to both audit and operational processes and procedures.

· Identify communication pain points and friction areas

· Assist in the development of audits and audit processes and procedures.

· Support auditors in other audit lines with specific language knowledge (where applicable)

· Provide coaching or feedback to Operational staff on error mitigation where required

· Supports a work culture of continuous process improvement, innovation, and quality

· Supports Quality Manager with any new projects, tasks or initiatives as required

Scope and dimensions:

· Reports directly to the Quality Management Supervisor.

· Cross-skilling to support other Books of Business when needed

Experience required:

· 1-year minimum experience in the IH Book of Business and Segment is required for the audit role in question.

· Experience in audit, training, or coaching would be beneficial.

Your profile:

· High energy, detailed oriented individual able to coordinate and prioritize multiple tasks to meet deadlines.

· Ability to think analytically, interpret information / observations and make logical decisions.

· Professional verbal and written communication skills.

· You have proficient knowledge English as a minimum. Additional languages preferred.

· Strong capability in listening skills, building rapport, and effective questioning skills

· Strong communication and presentation skills.

· Ability to explain audit findings, trends, and provide constructive feedback; work patiently and effectively with staff of different experience levels, learning styles and cultural diversity.

· Ability to provide constructive coaching to share knowledge and skills.

· Ability to work effectively on their own and as part of a team.

· Flexible to ever changing demands of th

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.