Call Quality Professional 2

Humana

Remote, US
Base: $48,900 - $66,200 py; bonus/equity: eligible...
Hybrid
Medicare certification
Call quality certification
Verint, mattersight, marx, mars, genesys, canvas
Humana is seeking a Call Quality Professional 2 for its remote Quality Control team. The role involves overseeing call quality processes, providing feedback to agents, and supporting compliance efforts, requiring a health insurance license and experience in customer service and coaching

Job Summary

  • Humana's MarketPoint organization is seeking a Call Quality Professional 2 to join the Quality Control team working remote anywhere in the US.
  • This position oversees the Call Quality process which includes call monitoring, call investigations, cross-functional collaboration (Compliance, Operations, RCC), and engaging associates and leadership by providing feedback and insights to achieve and improve call quality results.
  • Humana offers a variety of benefits to promote the best health and well-being of our employees and their families, including medical, dental, vision, 401(k) retirement savings plan, and paid time off.

Matching Summary

Match Score: 85

Humana is seeking a Call Quality Professional 2 for its remote Quality Control team. The role involves overseeing call quality processes, providing feedback to agents, and supporting compliance efforts, requiring a health insurance license and experience in customer service and coaching.

Salary

Base: $48,900 - $66,200 per year; Bonus/Equity: eligible for a bonus incentive plan; Benefits: competitive benefits package

Skills & Requirements

Must-have

  • Medicare Certification
  • Call Quality Certification
  • Verint, Mattersight, MARx, MARS, Genesys, Canvas
  • Direct Marketing Processes
  • Consumer Experience evaluation

Nice-to-have

  • Ability to work evenings and weekends
  • Bilingual in English/Spanish
  • Self-management of tasks
  • Proactive investment model utilization

Key Requirements

  • Active Health insurance license or ability to obtain within 75 days
  • 1+ years of experience in Telesales, Customer Service and/or Quality Assurance
  • 1+ years of coaching experience
  • Previous Sales Experience
  • Experience with prioritizing and balancing multiple responsibilities
  • Knowledgeable with Microsoft Office: Word, Excel and PowerPoint

Work Rights

Not specified

Tailored Resume

Cover Letter