Call Quality Professional- (WAH Tampa, Miramar, San Antonio, Phoenix, and Middleton)
Humana
6,694 reviews
Tampa, FL
Remote
Humana
6,694 reviews
Read what people are saying about working here.
The Call Quality Coach (Call Quality Professional 2) monitors and evaluates the quality of inbound and/or outbound sales and relationship building calls. The Call Quality Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Call Quality Coach (Call Quality Professional 2) makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed that follows established guidelines/procedures.
Responsibilities
The Call Quality Coach (Call Quality Professional 2) provides information to assist in the feedback and formal education process of individuals on the phone which includes but is not limited to documenting sales performance and quality issues, assisting in the development of monitoring standards, coaching best known methods for increase sales performance and retention of customers. From time to time, the Call Quality Coach (Call Quality Professional 2) may act as subject matter expert which involves understanding department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
Required Qualifications
• High School Diploma
• Must have or be willing to obtain valid state health insurance license
• 1 or more years of Call Center/Contact Center Operations leadership in Sales, Customer Service, and/or Quality Assurance
• 1 or more years of formal coaching and development of others experience
• Experience in Data and Trend Analysis
• Ability to prioritize and balance multiple responsibilities and projects
• Knowledgeable with Microsoft Office: Word, Excel and PowerPoint
• Critical thinking skills through team collaboration
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Must have accessibility to high speed DSL or Cable modem for a home office (Satellite internet service is NOT allowed for this role); recommended speed is 10Mx1M
• Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10-panel drug test
Preferred Qualifications
• Bachelor's degree
• Applied knowledge of Direct Marketing Processes
• Mentoring Experience
• Proficiency is Virtual communication systems and/or processes
• Bilingual in Spanish or other language Humana conducts business
• Understanding of adult learning methods
Additional Information
Ability to work schedules that include evenings and weekends, Hours subject to change based on business needs. The following policy applies ONLY to associates working in the state of Arizona: Humana is committed to providing a safe and healthy work environment and to promoting the health and well-being of its associates. Effective July 1, 2011, Humana has adopted a tobacco-free hiring policy that will promote a healthier workplace and will not hire users of tobacco and nicotine products. If you have any questions, please consult with your recruiter. Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government. As part of our hiring process for this opportunity, we will be using an interviewing technology called Montage Text Messaging to enhance our hiring and decision-making ability. This allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected to move forward, you will receive a text correspondence inviting you to participate in a Text Message screen. You should anticipate this interview to take about 5 to 10 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to the next round of interviews. Internal- If you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
Scheduled Weekly Hours
40