Quality & Insights Analyst

We will do this together — with customers, partners and colleagues. We will fight for others, not against : We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity :

Our Quality & Insights Analyst transforms complex data into actionable business insights that directly benefit internal stakeholders. This role is pivotal in driving excellence across Voya, identifying opportunities for operational improvement, and delivering dynamic, engaging communication that influences decision-making and enhances customer experience.

The Contributions You’ll Make :

• Analyze large volumes of internal data, such as Customer Sentiment, Speech to Text Analytics, Quality Evaluation scores, Service Level Execution, Productivity, process reliability etc. to uncover trends, patterns and opportunities
• Translate findings into actionable insights that inform strategic decisions and improve business outcomes
• Independently lead the delivery of insights to internal partners, ensuring alignment with business and strategic goals
• Create compelling reports, presentations, and visual elements featuring storytelling moments to communicate insights
• Collaborate with reporting teams to develop dashboards and automated reporting mechanisms to support Contact Center, Operations, and Plan Management needs
• Design, develop, and implement sustainable programs supporting Voya’s Culture of Quality
• Use tools such as Genesys, Pointel, Qualtrics, Salesforce, etc. to monitor and enhance customer and employee experience
• Develop processes to measure performance and customer sentiment, partnering with internal teams to develop robust reporting mechanisms
• Drive strategy forward in partnership with enterprise teams
• Identify inefficiencies and recommend scalable solutions across supported business partners
• Partner with leadership to define and maintain success metrics for Quality Assurance programs
• Lead cross-functional initiatives that drive continuous improvement and elevate service delivery
• Collaborate with Technology teams and vendors to enhance application functionality to deliver on customer and employee expectations

Minimal Knowledge & Experience :

Bachelor’s degree or equivalent work experience

Minimum 3 years’ data analysis experience and / or working with Quality Management / Customer Experience tools

Extensive experience in excel

Excellent interpersonal skills and relationship management

Ability to manage multiple efforts / projects at the same time

Ability to recommend solutions that align with business needs

Develop and present technology and process strategies to business partners and stakeholders

Exceptional verbal and written communication skills

Compensation Pay Disclosure :

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and / or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and / or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$58,900 - $73,630 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind : To help you and your family be well and stay well.

What We Offer

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture :

Equal Employment Opportunity

Reasonable Accommodations