Remote Call Quality Coach II

Humana Inc

Madison (WI)

Remote

USD 49,000 - 66,000

Full time

3 days ago

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Job summary

Humana Inc is seeking a Call Quality Professional to oversee the call quality process, monitor calls, and provide actionable feedback to agents across multiple teams. You will coordinate investigations, coaching, and cross-functional collaboration to improve customer interactions and sales outcomes.

This role requires Medicare and Call Quality certifications, plus strong coaching and time-management skills. The position offers a remote work setup with travel as needed and a 40-hour workweek.

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+ year of coaching experience.
Project/Time management experience; prioritizing multiple responsibilities.

Responsibilities

Oversee the Call Quality process including call monitoring and investigations.
Provide feedback and insights to associates and leadership to improve call quality results.
Conduct one-on-one coaching sessions with associates to improve performance.
Review compliance, processes, and sales activities to drive outcomes.
Support online/chat questions to increase call adherence and experience.
Develop and facilitate new hire training/workshop curriculum.

Skills

Health license

Telesales experience

Coaching

Time management

Sales experience

MS Office

Critical thinking

Education

Bachelor's degree

Tools

Microsoft Office

Job description

This role requires Medicare and Call Quality certifications, plus strong coaching and time-management skills. The position offers a remote work setup with travel as needed and a 40-hour workweek.

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