Humana

Call Quality Coach - Mandarin

San Antonio, Texas, United States

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Health Insurance, Call Center, Contact CenterIndustries

Call Quality Professional

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.

Employment Type

Full time

Requirements

  • Required Qualifications:
    • Active Health insurance license or the ability to obtain within 75 days of start date.
    • Must speak both English and Mandarin 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.
  • 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.
  • Cross-departmental collaboration.

Additional Information

  • Work Schedule: 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 for this opportunity, we will be using HireVue to enhance our hiring and decision-making ability. If selected for a first-round interview, you will receive an email inviting you to participate in a HireVue interview, which will take about 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 it is not already on file. An email will be sent from Humana@myworkday.com with instructions if required.

Work-At-Home Requirements

  • Internet Speed: A download speed of at least 25 mbps and an upload speed of 10 mbps is recommended. Wireless, wired cable, or DSL connection is suggested. Satellite, cellular, and microwave connections may be used only if approved by leadership.
  • Internet Reimbursement: Associates who live and work from home in California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
  • Equipment: Humana will provide home or hybrid home/office associates with telephone equipment appropriate to meet business requirements.
  • Workspace: Work from a dedicated space lacking ongoing interruptions.

Company Information

Humana

Skills

Mandarin
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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