Call Quality Professional 2

Humana Inc; Olympia (WA); A distancia; USD 49.000 - 66.000; Jornada completa

Descripción de la vacante

Humana Inc. is seeking a Call Quality Professional to oversee call quality, coach associates, and drive improvements across multiple teams. You will monitor calls, investigate issues, and provide actionable feedback to enhance compliance and customer experience.

The role requires coaching experience, strong organizational skills, and the ability to manage multiple responsibilities within a remote work setup. Travel to training may be required occasionally.

Formación

• Active health insurance license or the ability to obtain within 75 days of start date.
• Prior experience in telesales, customer service, and / or quality assurance
• 1 or more years of coaching experience (demonstrated capability with coaching and developing associates, formally or informally)
• Project / Time Management experience; experience with prioritizing and balancing multiple responsibilities and projects
• Previous Sales experience
• Intermediate to advanced proficiency with Microsoft Office: Word, Excel, PowerPoint, and Teams
• Critical thinking skills

Responsabilidades

• Oversee the Call Quality process, including call monitoring and investigations, cross-functional collaboration, and providing feedback to achieve improvements.
• Use various techniques to influence positive change and coach associates directly as needed.
• Evaluate Sales Calls and ensure compliance, customer experience, and analytics inform improvement actions.
• Conduct One-on-One Coaching sessions with associates to provide timely guidance and reference materials.
• Participate in Process Effectiveness Call Reviews to assess adherence to strategies and outcomes.
• Support Online/Chat interactions and assist with training curricula based on trends.
• Create/Facilitate New Hire Training/Workshop curriculum based on day-to-day insights.

Descripción del empleo

Become a part of our caring community

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.

Reporting to the Manager, Call Quality, Call Quality Professionals (CQP2s) provide information that will assist in the feedback and the formal education process of Humana Associates across multiple organizations supported by Humana MarketPOINT Sales Agents, Business Process Outsourcing Partners (BPO), Partner Call Centers (Brokerage), and the Customer Success Team (CST). Prior to supporting agents, CQP2s complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, Genesys, Salesforce, Sunfire, and more). To maintain knowledge of processes and procedures, CQP2s complete all training requirements of DMS Internal licensed sales agents and leadership.

This position oversees the Call Quality process, which includes call monitoring, call investigations, cross-functional collaboration (MarketPOINT Sales Integrity, Operations, RCC, External Partners), and engaging associates and leadership by providing feedback and insights to achieve and improve call quality results.

CQP2s are provided a set goal (quantity) of work that needs to be completed and will self-manage completion of these tasks. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving their own departmental area.

• CQP2s 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.
• CQP2s use a variety of techniques to influence positive change which often involves providing 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 associates for improvement / prevention, and recommending process improvements to managers (including written communications such as CQ tips).
• One-on-One Coaching sessions with associates to provide timely coaching , guidance, education, and reference documents to help improve their effectiveness in consumer interactions.
• Process Effectiveness Call Reviews. Monitoring a variety of calls to determine adherence to key business strategies such as sales conversion rates, compliance with new initiatives, and allegation reduction. These can be calls that result in an enrollment or other outcomes such as scheduled appointments, kit requests, or future interest.
• Online/Chat Support. Assisting associates and managers with process and procedural questions to increase call compliance, consumer experience, 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
• Prior experience in telesales, customer service, and / or quality assurance
• 1 or more years of coaching experience (demonstrated capability with coaching and developing associates, formally or informally)
• Project / Time Management experience; experience with prioritizing and balancing multiple responsibilities and projects
• Previous Sales experience
• Intermediate to advanced proficiency with Microsoft Office: Word, Excel, PowerPoint, and Teams
• Critical thinking skills

Preferred Qualifications

• Bachelor's degree
• Applied knowledge of direct marketing processes
• Call center / contact center operations leadership
• Bilingual in English and one of these preferred languages (language proficiency testing required, see “Language Testing Proficiency” below ):
• Spanish
• Vietnamese
• Tagalog
• Cantonese
• French
• Mandarin

Required Work Schedule

• Normal department hours are an 8-hour schedule, Monday through Friday. Hours are subject to change based on business needs.
• Must have the ability to work schedules that include evenings and weekends.
• Must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities.

Additional Information

Language Proficiency Testing

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.

Work at Home Requirements: 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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 10-13-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

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, 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.