Remote Call Quality Coach II

Humana Inc; Phoenix (AZ); Remote; USD 49,000 - 66,000; Full time

Benefits offered by this job

Bonus incentive plan

Health benefits package

Job summary

Humana Inc. is seeking a Call Quality Professional to lead coaching, provide feedback, and drive results across call centers and partner networks.

You will ensure adherence to compliance, quality standards and training programs, while supporting agents and leadership with actionable insights. The role requires prior telesales or customer service experience, coaching skills, and strong MS Office proficiency; bilingual abilities and degree are preferred.

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+ years of coaching experience with associates.
• Project and time management with multiple responsibilities.
• Previous sales experience.
• Intermediate to advanced MS Office (Word, Excel, PowerPoint, Teams).
• Critical thinking skills.

Responsibilities

• Lead coaching sessions and provide timely feedback to improve call quality.
• Review compliance and coaching needs; communicate with leadership.
• Support training and education to associates and partners.
• Monitor calls to assess sales and customer experience metrics.
• Assist with online/chat support and process improvements.
• Develop new hire training curricula based on day-to-day insights.

Skills

Health insurance license

Telesales

Customer service

Quality assurance

Coaching

Project / Time management

Sales experience

MS Office

Critical thinking

Education

Bachelor's degree

Job description

Humana Inc. is seeking a Call Quality Professional to lead coaching, provide feedback, and drive results across call centers and partner networks.

You will ensure adherence to compliance, quality standards and training programs, while supporting agents and leadership with actionable insights. The role requires prior telesales or customer service experience, coaching skills, and strong MS Office proficiency; bilingual abilities and degree are preferred.