[Hiring] Call Quality Professional 2 @Humana

Role Description

Become a part of our caring community. With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First.

Reporting to the Manager, Call Quality, Call Quality Professionals (CQP2s) provide information that will assist in the feedback and the formal education process of Humana Associates across multiple organizations supported by Humana MarketPOINT Sales Agents, Business Process Outsourcing Partners (BPO), Partner Call Centers (Brokerage), and the Customer Success Team (CST).

• CQP2s complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, Genesys, Salesforce, Sunfire, and more).
• Oversee the Call Quality process, which includes:
  • Call monitoring
  • Call investigations
  • Cross-functional collaboration (MarketPOINT Sales Integrity, Operations, RCC, External Partners)
  • Engaging associates and leadership by providing feedback and insights to achieve and improve call quality results
• Self-manage completion of tasks with a set goal (quantity) of work.
• Utilize a proactive investment model to determine which agents need support.
• Analyze reporting (Compliance and Operations) and connect with leadership team to coordinate support on a team level.
• Use a variety of techniques to influence positive change, including:
  • Evaluation of Sales Calls
  • Compliance Allegation Review
  • One-on-One Coaching sessions
  • Process Effectiveness Call Reviews
  • Online/Chat Support
  • Creating/Facilitating New Hire Training/Workshop curriculum

Qualifications

• Active health insurance license or the ability to obtain within 75 days of start date
• Prior experience in telesales, customer service, and/or quality assurance
• 1 or more years of coaching experience (demonstrated capability with coaching and developing associates, formally or informally)
• Project/Time Management experience; experience with prioritizing and balancing multiple responsibilities and projects
• Previous Sales experience
• Intermediate to advanced proficiency with Microsoft Office: Word, Excel, PowerPoint, and Teams
• Critical thinking skills

Requirements

• Bachelor's degree (preferred)
• Applied knowledge of direct marketing processes (preferred)
• Call center/contact center operations leadership (preferred)
• Bilingual in English and one of these preferred languages (language proficiency testing required):
  • Spanish
  • Vietnamese
  • Tagalog
  • Cantonese
  • French
  • Mandarin

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance
• Many other opportunities

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.