Remote Call Quality Coach & Trainer

Feitong Buke; Augusta (ME); On-site; USD 48,900 - 66,200; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement savings plan

Paid time off

Short-term and long-term disability

Life insurance

Job summary

Humana is looking for a Call Quality Professional to oversee call quality processes and improve service interactions. This position is remote, requiring an active health insurance license and experience in Telesales or Quality Assurance.

The ideal candidate will have coaching experience, critical thinking skills, and be knowledgeable in Microsoft Office. The role includes monitoring calls, providing feedback, and supporting associates to enhance overall service quality.

Benefits include competitive healthcare, retirement plans, and paid time off.

Qualifications

• Active Health insurance license or ability to obtain within 75-90 days.
• Prior experience in Telesales, Customer Service, and/or Quality Assurance.
• 1 or more years of coaching experience.
• Experience with prioritizing and balancing multiple responsibilities.
• Project/Time Management Experience.
• Previous Sales Experience.
• Knowledgeable with Microsoft Office: Word, Excel, and PowerPoint.
• Critical thinking skills.

Responsibilities

• Oversee the Call Quality process including call monitoring and investigations.
• Provide feedback and insights to improve call quality results.
• Utilize a proactive investment model for agent support.
• Conduct one on one coaching sessions with associates.
• Monitor calls to determine adherence to business strategies.

Skills

Active Health insurance license

Prior experience in Telesales

Coaching experience

Project/Time Management Experience

Knowledgeable with Microsoft Office

Critical thinking skills

Education

Bachelor's degree

Job description

Humana is looking for a Call Quality Professional to oversee call quality processes and improve service interactions. This position is remote, requiring an active health insurance license and experience in Telesales or Quality Assurance.

The ideal candidate will have coaching experience, critical thinking skills, and be knowledgeable in Microsoft Office. The role includes monitoring calls, providing feedback, and supporting associates to enhance overall service quality.

Benefits include competitive healthcare, retirement plans, and paid time off.