Remote Call Quality Coach & Insights

Humana Inc; United States; Remote; USD 49,000 - 66,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Job summary

Humana Inc. seeks a Call Quality professional to oversee monitoring, coaching, and process improvements across multiple teams. You will provide actionable feedback, coordinate with leadership, and drive improvements in customer interactions and compliance.

The role emphasizes coaching, curriculum design, and collaboration with sales, operations, and partner teams to elevate call quality and member experience.

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/time management skills; ability to balance multiple responsibilities.
• Previous sales experience and a track record of performance.
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Teams).
• Strong critical thinking and problem-solving abilities.

Responsibilities

• Oversee call quality processes including monitoring and investigations.
• Provide feedback and coaching to associates to improve customer interactions.
• Collaborate with cross-functional teams and leadership to drive improvements.
• Support online/chat and in-person training programs and curricula.
• Assist with process effectiveness reviews and compliance initiatives.

Skills

Telesales

Customer service

Coaching experience

Project management

Sales experience

MS Office

Critical thinking

Education

Bachelor's degree

Tools

Salesforce

Genesys

Mattersight

MARx

Sunfire

Job description

Humana Inc. seeks a Call Quality professional to oversee monitoring, coaching, and process improvements across multiple teams. You will provide actionable feedback, coordinate with leadership, and drive improvements in customer interactions and compliance.

The role emphasizes coaching, curriculum design, and collaboration with sales, operations, and partner teams to elevate call quality and member experience.