Remote Call Quality Coach

Humana Inc; Olympia (WA); Remote; USD 49,000 - 66,000; Full time

Job summary

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.

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

Responsibilities

• 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.

Job description

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.