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 MarketPoint 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 MarketPOINT Sales Agents. Prior to supporting agents, you will complete the Medicare Certification, Call Quality Certification, and technology training (Verint, Mattersight, 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.
Key Role Functions
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
Use your skills to make an impact
Required Qualifications
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 PowerPoint
Preferred Qualifications
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
Additional Information
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, cellular and microwave connection can be used only if approved by leadership
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including:
Health benefits effective day 1
Paid time off, holidays, volunteer time and jury duty pay
Recognition pay
401(k) retirement savings plan with employer match
Tuition assistance
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
Our Hiring Process
As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$48,900 - $66,200 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
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Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
