TRANZACT

Analyst

• Review, evaluate, and log incoming complaints and allegations from carriers, CMS/CTM channels, internal referrals, and sales leadership
• Classify complaints by type, carrier, and priority
• Identify duplicate or related cases and escalate high-risk matters
• Analyze caseload and case mix to support assignment decisions
• Monitor case aging and service-level adherence, flagging at-risk cases and root causes
• Build and analyze reports on complaint volume, trends, case aging, and outcomes
• Maintain dashboards and tracking tools; prepare materials for leadership and carrier discussions
• Serve as point of contact for carriers, sales leadership, and investigators on case status and documentation
• Monitor outstanding CAP and agent-response requirements, flagging non-response patterns and escalating unresolved items
• Gather and organize investigation documentation, including lead data, audit findings, enrollment records, and call recordings
• Identify information gaps
• Support special projects and process improvements, including automation opportunities

Agent Oversight Analyst