Job Details

Join Our Compassionate Community and Help Us Prioritize Health!

At Humana, we believe that while outstanding products matter, it's the quality of our service that truly sets us apart. With over 10 million sales interactions annually, we know that exceptional experiences foster stronger connections with our members and prospects, allowing us to put their health first. As a leader in health services, we are committed to placing our customers at the center of everything we do.

We are currently looking for a Call Quality Specialist 2 to become a key member of our Quality Control team. This remote position will be responsible for overseeing the Call Quality process, which encompasses call monitoring, investigations, collaboration across departments (Compliance, Operations, RCC), and actively engaging with associates and leadership by providing valuable feedback and insights to enhance call quality results.

As a Call Quality Specialist 2, you will play a crucial role in supporting MarketPOINT Sales Agents by delivering feedback and participating in their formal education. Before you begin supporting agents, you'll complete the necessary certifications, including Medicare Certification, Call Quality Certification, and training on various technologies (Verint, Mattersight, MARx, MARS, Genesys, Canvas, and more). To stay updated on current processes and procedures, you will fulfill all training requirements related to DMS Internal licensed sales agents and leadership. Our Call Quality Specialists are expected to meet a specific workload goal while effectively managing their time.

Key Responsibilities:

• Proactively identify which agents need support by utilizing an investment model, and collaborate with leadership to coordinate team-level support.

• Implement diverse techniques to influence positive changes through direct feedback and guidance to sales associates.

• Evaluate sales calls with a focus on Compliance, Business Process, and Consumer Experience, and provide one-on-one coaching as needed.

• Conduct Compliance Allegation Reviews to investigate issues, offer feedback for improvement, and suggest process enhancements.

• Provide real-time feedback through One-on-One Live Listening to assist Sales agents in enhancing the Consumer Experience.

• Support agents and managers via online/chat with inquiries regarding processes and procedures to increase compliance and sales effectiveness.

• Create and facilitate training/workshops for new hires based on insights gained from daily activities and projects.

Utilize Your Skills to Make an Impact!

Required Qualifications:

• Active Health insurance license or the ability to obtain one within 75 days of starting.

• 1+ years of experience in Telesales, Customer Service, or Quality Assurance.

• 1+ years of coaching experience with a demonstrated ability to develop associates.

• Prior sales experience.

• Ability to prioritize and manage multiple responsibilities effectively.

• Proficient in Microsoft Office Suite: Word, Excel, and PowerPoint.

Preferred Qualifications:

• Willingness to work evenings and weekends as circumstances dictate.

• Bachelor's degree or higher.

• Applied knowledge of Direct Marketing Processes.

• Experience in Call Center/Contact Center Operations leadership.

• Bilingual in English and Spanish, able to communicate effectively in both languages.

Additional Information:

• Remote employees must ensure a reliable internet connection, with speeds of at least 25 Mbps download and 10 Mbps upload.

• Humana will provide the necessary phone equipment for your role.

• Maintain a dedicated workspace free from disruptions to protect member PHI/HIPAA information.

Humana offers a range of benefits to promote your well-being and that of your family, including competitive health benefits from day one, paid time off, recognition pay, a 401(k) plan with employer match, tuition assistance, and opportunities for career development.

About Us:

Humana Inc. is dedicated to prioritizing health for our teammates, customers, and the broader community. We strive to make healthcare services more accessible and impactful for millions, ensuring the best health and care when it is needed the most.

Equal Opportunity Employer: Humana is committed to a diverse and inclusive workplace and does not discriminate against any applicants based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.