Call Quality Professional

Employment Type: Full time

Position Overview

Become a part of our caring community and help us put health first. Call Quality Professionals provide information that will assist in the feedback and the formal education process of MarketPOINT Sales Agents. This position will oversee the Call Quality process which includes call monitoring, call evaluations, feedback and insights to achieve and improve call quality results. May also act as a subject matter expert. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings. The Call Quality team engages associates and operational leaders alike to ensure optimal consumer experiences through compliant practices that bring value to the organization. This engagement includes call calibrations, call reviews, collaborative feedback to sales agents, and more. Use your skills to make an impact.

Requirements

• Required Qualifications:
  • Active Health insurance license or the ability to obtain within 75 days of start date.
  • Must speak both English and Cantonese fluently, and either already have or be willing to obtain ALTA language certification.
  • 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).
  • Experience with prioritizing and balancing multiple responsibilities and projects.
  • Previous Sales Experience.
  • Knowledgeable with Microsoft Office: Word, Excel and PowerPoint.
  • Critical thinking skills.
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Preferred Qualifications:
  • Bachelor's degree.
  • Applied knowledge of Direct Marketing Processes.
  • Call Center/Contact Center Operations leadership.
  • Project Management Experience.

Responsibilities

• Oversee the Call Quality process, including call monitoring, call evaluations, feedback, and insights to achieve and improve call quality results.
• Act as a subject matter expert.
• Engage associates and operational leaders to ensure optimal consumer experiences through compliant practices.
• Conduct call calibrations, call reviews, and provide collaborative feedback to sales agents.
• Conduct briefings and area meetings.

Additional Information

• Ability to work schedules that include evenings and weekends. Hours subject to change based on business needs.
• Virtual Pre-Screen: As part of our hiring process, we will be using HireVue for interviewing. You will receive an email invitation to participate in a recorded interview via phone or text, which should take 15 to 30 minutes.
• Alert: Humana values personal identity protection. Applicants selected for leader review may be asked to provide their social security number if not already on file. An email from Humana@myworkday.com will provide instructions for adding this information securely.

Work-At-Home Requirements

• Internet: Minimum download speed of 25 mbps and upload speed of 10 mbps recommended. Wireless, wired cable, or DSL connection suggested. Satellite, cellular, and microwave connections may be used only if approved by leadership.
• Internet Expense Reimbursement: Associates living and working from home in California, Illinois, Montana, or South Dakota will receive bi-weekly internet expense payments.
• Equipment: Humana will provide appropriate telephone equipment for Home or Hybrid Home/Office associates.
• Workspace: Work from a dedicated space lacking ongoing interruptions.