Call Quality Professional 2

Become a part of our caring community

With over 10 million sales interactions annually, Humana understands that while great products are important, it's the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

Reporting to the Manager, Call Quality, Call Quality Professionals (CQP2s) 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, CQP2s complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, Genesys, Salesforce, Sunfire, and more). To maintain knowledge of processes and procedures, CQP2s complete 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 will self-manage completion of these tasks. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving their 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 providing 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 associates 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 in consumer interactions.
• Process Effectiveness Call Reviews . Monitoring a variety of calls to determine adherence to key business strategies such as sales conversion rates, compliance with 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.
• 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.

Use your skills to make an impact

• 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

Preferred Qualifications

• Bachelor's degree
• Applied knowledge of direct marketing processes
• Call center / contact center operations leadership
• Bilingual in English and one of these preferred languages (language proficiency testing required, see "Language Testing Proficiency" below ): • Spanish
• Vietnamese
• Tagalog
• Cantonese
• French
• Mandarin

Required Work Schedule

• Normal department hours are an 8-hour schedule, Monday through Friday. Hours are subject to change based on business needs.
• Must have the ability to work schedules that include evenings and weekends.
• Must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities.