Remote Call Quality Coach II — Coaching & Compliance

Humana Inc; Northern (KY); Remote; USD 49,000 - 66,000; Full time

Job summary

Humana Inc. is seeking a Call Quality Professional (CQP2) to oversee the call quality program across multiple partner channels.

Based remotely in the United States, you will monitor calls, conduct investigations, and coach associates to improve sales integrity and compliance. You will complete Medicare Certification, Call Quality Certification, and in-depth training on Mattersight, MARx, Genesys, Salesforce and other Humana tools.

Qualifications

• Active health insurance license or 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.
• Project / Time management experience; ability to prioritize multiple tasks.
• 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.
• Collaborate cross-functionally with stakeholders to improve call quality results.
• Provide timely coaching and guidance to associates to improve performance.
• Review compliance, sales initiatives, and customer interactions for quality improvements.
• Support online/chat and training initiatives to enhance consumer experience.

Skills

Health license

Telesales

Coaching

Project mgmt

Sales experience

MS Office

Critical thinking

Education

Bachelor's degree

Tools

Mattersight

MARx

Genesys

Salesforce

Sunfire

Job description

Humana Inc. is seeking a Call Quality Professional (CQP2) to oversee the call quality program across multiple partner channels.

Based remotely in the United States, you will monitor calls, conduct investigations, and coach associates to improve sales integrity and compliance. You will complete Medicare Certification, Call Quality Certification, and in-depth training on Mattersight, MARx, Genesys, Salesforce and other Humana tools.