Call Quality Professional

Become a part of our caring community and help us put health first

With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

Humana’s Market Point organization is seeking a Call Quality Professional 2 to join the Quality Control team working remote anywhere in the US. This position oversees the Call Quality process which includes call monitoring, call investigations, cross-functional collaboration (Compliance, Operations, RCC), and engaging associates and leadership by providing feedback and insights to achieve and improve call quality results.

As a Call Quality Professional 2 (CQP2), you will provide information that will assist in the feedback and the formal education process of Market

POINT Sales Agents. Prior to supporting agents, you will complete the Medicare Certification, Call Quality Certification, and technology training (Verint, Matter sight, MARx, MARS, Genesys, Canvas, and more). To maintain knowledge of processes and procedures, you will complete all training requirements of DMS Internal licensed sales agents and leadership. CQP2s are provided a set goal (quantity) of work that needs to be completed and they are able to self-manage completion of the tasks.

• Utilize a proactive investment model to determine which agents need support. For some responsibilities, CQP2s are provided with general strategy and associates needing support; will occasionally analyze reporting (Compliance and Operations) and connect with leadership team to coordinate support on a team level.

• Utilize a variety of techniques to influence positive change which often involves provide feedback and guidance directly to an associate:

• Evaluation of Sales Calls understanding the Compliance, Business Process, and Consumer Experience and based on independent judgement may include one on one coaching with the associate

• Compliance Allegation Review investigating causes of allegations, providing feedback to associate for improvement/prevention, and recommending process improvements to managers (including written communications such as CQ tips)

• One on One Live Listening to calls handled by Sales agents to provide real time feedback, guidance, and reference documents to facilitate a positive Consumer Experience

• Online/Chat Support assisting sales agents and managers with process and procedural questions to increase call compliance and sales effectiveness.

• Creating/Facilitating New Hire Training/Workshop curriculum based on trends and insights discovered in day-to-day tasks and projects

• Active Health insurance license or the ability to obtain within 75 days of start date

• 1+ years of experience in Telesales, Customer Service and/or Quality Assurance

• 1+ years of coaching experience (demonstrated capability with coaching and developing associates formally or informally)

• Previous Sales Experience

• Experience with prioritizing and balancing multiple responsibilities and projects

• Knowledgeable with Microsoft Office:
  Word, Excel and Power Point

• Ability to work evenings and weekends as business needs arise

• Bachelor's degree or higher

• Applied knowledge of Direct Marketing Processes

• Call Center/Contact Center Operations leadership

• Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance

• To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

  • At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
  • Satellite,…