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