MarketPOINT Call Quality Coach

Profile

Job Information

Humana

MarketPOINT Call Quality Coach

in

Boston

Massachusetts

Description

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!

How we Value You

Benefits starting day 1 of employment

Competitive 401k match after 1 year

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Responsibilities

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 to improve performance in areas of compliance, sales, and consumer experience across multiple channels of support.

Required Qualifications

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

1 years of 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, Hours 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

Our company requires 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.

​ Preferred Qualifications

Bachelor's degree

Applied knowledge of Direct Marketing Processes

Knowledge of sales practices

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, Hours subject to change based on business needs.

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates 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

Associates 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 associates 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

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

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.

Company info

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