Remote Call Quality Pro II: Coaching & Compliance

Humana Inc; Trenton (NJ); Remote; USD 49,000 - 66,000; Full time

Job summary

Humana Inc. is seeking a Call Quality Professional (CQP2) to lead the call quality process across supported channels.

Reporting to the Manager, Call Quality, you will monitor calls, conduct investigations, provide coaching, and drive improvements in member interactions and compliance. This remote role requires a health insurance license or ability to obtain, coaching and sales experience, and strong time management.

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 or more years of coaching experience (demonstrated capability with coaching and developing associates, formally or informally)
• Project / Time Management experience; experience with prioritizing and balancing multiple responsibilities and projects
• 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.
• Engage associates and leadership by providing feedback and insights to achieve and improve call quality results.
• Conduct One-on-One Coaching sessions with associates to improve effectiveness in consumer interactions.
• Analyze reporting and collaborate with leadership to coordinate team support.
• Assist with online/chat support and with developing training/workshop curriculum.

Skills

Health insurance license

Telesales

Customer service

Quality assurance

Coaching

Project / Time management

Sales experience

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Humana Inc. is seeking a Call Quality Professional (CQP2) to lead the call quality process across supported channels.

Reporting to the Manager, Call Quality, you will monitor calls, conduct investigations, provide coaching, and drive improvements in member interactions and compliance. This remote role requires a health insurance license or ability to obtain, coaching and sales experience, and strong time management.