Agent Oversight Analyst

TRANZACT

. Review, evaluate, and log incoming complaints and allegations from carriers, CMS/CTM channels, internal referrals, and sales leadership .

Posted 9/24/2026full-timeRemote • North Carolina • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical skills to evaluate complaints and trends while maintaining compliance within the insurance and healthcare sectors. Proficient in data management and reporting, with a focus on process improvement and effective communication with stakeholders.

Highest-signal resume keywords

Data AnalysisExcel/Microsoft Office SkillsInsurance Compliance ExperienceCommunication SkillsProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisComplaint ClassificationCase MonitoringReport BuildingTrend Identification

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationJudgment

Tools & Technologies

JiraQuickBaseSmartsheet

Certifications & Qualifications

Associate's DegreeBachelor's Degree

Industry Keywords

ComplianceQAHealthcareInsurance

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High school diploma or equivalent; 1+ year in compliance, QA, operations, insurance, healthcare, or related field
Demonstrated ability to analyze data, identify trends, and use sound judgment
Strong Excel/Microsoft Office skills; ability to learn new systems quickly
Strong written/verbal communication; able to work independently with confidential information
Preferred: Medicare, healthcare, or insurance compliance experience
Preferred: Experience with Jira, QuickBase, Smartsheet, or similar systems
Preferred: Associate's/Bachelor's degree or relevant certification