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.
Must have or be willing to obtain valid state health insurance license within 75 days of hire
1+ years of prior experience in Telesales, Call Center and/or Quality Assurance
1+ years of experience with formal coaching and development of others
Experience with prioritizing and balancing multiple responsibilities and projects
Knowledgeable with Microsoft Office: Word, Excel and PowerPoint
Critical thinking skills
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.
Applied knowledge of Direct Marketing Processes
Contact Center Operations leadership
Proficiency with working in a virtual environment
Bilingual – Spanish, Cantonese, Mandarin, Korean
Ability to work schedules that include evenings and weekends – Hours subject to change based on business needs.
Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
As part of our hiring process for this opportunity, we will be using an interviewing technology called Montage Text Messaging to enhance our hiring and decision-making ability. This allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected to move forward, you will receive a text correspondence inviting you to participate in a Text Message screen. You should anticipate this interview to take about 5 to 10 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to the next round of interviews.
Scheduled Weekly Hours