[Remote] Call Quality Coach - Cantonese at Humana

San Antonio, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, Call CenterIndustries

Requirements

Candidates must possess an active health insurance license or be able to obtain one within 75 days of their start date. Fluency in both English and Cantonese is required, along with prior experience in Telesales, Customer Service, or Quality Assurance. A minimum of 1-2 years of coaching experience is necessary, demonstrating capability in formally or informally coaching and developing associates. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and strong critical thinking skills are essential. Prior sales experience and a passion for improving consumer experiences are also required.

Responsibilities

The Call Quality Coach is responsible for overseeing the call quality process, which includes monitoring calls, conducting evaluations, and providing feedback and insights to improve call quality results. This role involves acting as a subject matter expert, collaborating across departments, and conducting briefings and meetings. The coach will engage with associates and operational leaders to ensure optimal consumer experiences through compliant practices, including call calibrations, call reviews, and collaborative feedback to sales agents.

Skills

Cantonese

English

Call Monitoring

Call Evaluation

Feedback

Coaching

Telesales

Customer Service

Quality Assurance

Microsoft Office

Word

Excel

PowerPoint

Critical Thinking

Direct Marketing Processes

Call Center Operations

Contact Center Operations

Project Management

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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