Become a part of our caring community and help us put health first Become a part of our caring community and help us put health first
Call Quality Professionals (CQP2) provide information that will assist in the feedback and the formal education process of Humana Associates across Multiple Organizations supported by Humana MarketPOINT Sales Agents, Business Process Outsourcing Partners (BPO), Partner Call Centers (Brokerage), and the Customer Success Team (CST). Prior to supporting agents, CQP2 complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, Genesys, Canvas, Sunfire, FastApp, and more). To maintain knowledge of processes and procedures, CQP2 completes all training requirements of DMS Internal licensed sales agents and leadership.
This position oversees the Call Quality process which includes call monitoring, call investigations, cross-functional collaboration (MarketPOINT Sales Integrity, Operations, RCC, External Partners), and engaging associates and leadership by providing feedback and insights to achieve and improve call quality results.
CQP2s are provided a set goal (quantity) of work that needs to be completed and they are able to self-manage completion of the tasks. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area.
- CQP2s utilize a proactive investment model to determine which agents need support. For some responsibilities, CQP2s are provided with general strategy and associates needing support; will occasionally analyze reporting (Compliance and Operations) and connect with leadership team to coordinate support on a team level.
- CQP2s use a variety of techniques to influence positive change which often involves provide feedback and guidance directly to an associate:
- Evaluation of Sales Calls understanding the Compliance, Business Process, and Consumer Experience and based on independent judgement may include one on one coaching with the associate.
- Compliance Allegation Review investigating causes of allegations, providing feedback to associate for improvement/prevention, and recommending process improvements to managers (including written communications such as CQ tips)
- One on One Coaching sessions with associates to provide timely coaching , guidance, education, and reference documents to help improve their effectiveness on consumer interactions
- Online/Chat Support assisting associates and managers with process and procedural questions to increase call compliance, consumer experience and sales effectiveness.
- Creating/Facilitating New Hire Training/Workshop curriculum based on trends and insights discovered in day-to-day tasks and projects.
- Process Effectiveness Call Reviews Monitoring a variety of calls to determine adherence to key business strategies such as sales conversion rates, compliance of new initiatives, and allegation reduction. These can be calls that result in an enrollment or other outcomes such as scheduled appointments, kit requests, or future interest.
Use your skills to make an impact Required 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)
- Experience with prioritizing and balancing multiple responsibilities and projects
- Project Management Experience
- Previous Sales Experience
- Knowledgeable with Microsoft Office: Word, Excel and PowerPoint
- Critical thinking skills
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications - Bachelor's degree
- Applied knowledge of Direct Marketing Processes
- Call Center/Contact Center Operations leadership
- Bilingual (preferred languages below)
- Spanish
- Vietnamese
- Tagalong
- Cantonese
- French
- Mandarin
- Korean
Additional Information Ability to work schedules that include evenings and weekends, Hours subject to change based on business needs.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours 40
Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$48,900 - $66,200 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our