Call Quality Coach Call Quality Professional 2 REMOTE

Profile

Job Information

Humana

Call Quality Coach (Call Quality Professional 2) REMOTE

in

Peoria

Illinois

Description

The Call Quality Coach (Call Quality Professional 2) provides information to assist in the feedback and formal education process of individuals on the phone. Documents quality issues and performance measures. The Call Quality Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Responsibilities

Help our team achieve their best! Are you detail oriented? Do you have experience with coaching or providing feedback? Do you enjoy developing others? If so, this might be the job for you! We are seeking a candidate for a Call Quality Coach (Call Quality Professional 2) to join our growing team! The Call Quality Coach (Call Quality Professional 2) monitors and evaluates the quality of inbound and/or outbound sales and relationship building calls as well as contributes to projects across a number of departments to improve performance in areas of compliance, sales, and consumer experience

Required Qualifications

Must have or be willing to obtain valid state health insurance license, within 75 days of hire

Prior experience in Telesales, Call Center and/or Quality Assurance

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

Ability to work schedules 8am-6pm, that include evenings and weekends during peak times, hours are subject to change based on business needs.

Experience with prioritizing and balancing multiple responsibilities and projects

Knowledgeable with Microsoft Office: Word, Excel and PowerPoint

Critical thinking skills

Ability to prioritize and balance multiple responsibilities and projects

Flexibility in day to day work initiatives

Detail oriented; ability to provide detailed feedback to agents

Must ensure designated work area is free from distractions during work hours and virtual meetings Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

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

Contact Center Operations leadership

Work in a virtual environment

Bilingual- Spanish, Cantonese, Mandarin, Korean

Additional Information

Ability to work schedules 8am-6pm, that include evenings and weekends during peak times, hours are subject to change based on business needs.

For this job, associates are required to be fully COVID vaccinated (preferred) or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.

If progressed to offer, you will be required to:

Provide proof of full vaccination or commit to testing protocols

*OR  *

Provide proof of applicable exemption including any required supporting documentation

​​Medical, religious, state and remote-only work exemptions are available.

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 exciting interviewing technology called Modern Hire Text/Voice to enhance our hiring and decision-making ability. Modern Hire 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 for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time.

These requirements include:

Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m

Dedicated secure home workspace for interview or work purposes.

Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

Internal- If you have additional questions regarding this role posting, 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.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com