Remote Call Quality Coach II

Humana Inc; Lansing (MI); Remote; USD 49,000 - 66,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana Inc. is seeking a Call Quality Professional (CQP2) to oversee the call quality process, coach associates, and drive improvements across sales and support channels.

You’ll monitor calls, perform coaching sessions, and collaborate with cross-functional teams to ensure compliance and high consumer experience. Requires licensing, telesales or customer service background, coaching experience, and strong MS Office skills.

Qualifications

• Active health insurance license or ability to obtain within 75 days of start date.
• Experience in telesales, customer service, and/or quality assurance.
• 1+ years of coaching experience with associates.
• Project / time management experience and ability to juggle multiple responsibilities.
• Previous sales experience and ability to influence outcomes.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Teams).
• Strong critical thinking and problem solving.

Responsibilities

• Oversee call quality process including monitoring and investigations.
• Coach associates one-on-one to improve consumer experience and compliance.
• Provide feedback to leadership and influence process improvements.
• Review compliance and align with business strategies to reduce issues.
• Support online/chat processes and assist with training initiatives.
• Develop and facilitate new hire training curricula based on insights.

Skills

Active health insurance license

Telesales / customer service

Coaching experience

Project / Time Management

Sales experience

MS Office proficiency

Critical thinking

Education

Bachelor's degree

Tools

Microsoft Office Suite

Teams

Job description

Humana Inc. is seeking a Call Quality Professional (CQP2) to oversee the call quality process, coach associates, and drive improvements across sales and support channels.

You’ll monitor calls, perform coaching sessions, and collaborate with cross-functional teams to ensure compliance and high consumer experience. Requires licensing, telesales or customer service background, coaching experience, and strong MS Office skills.