Become a part of our caring community and help us put health first
 

The Call Quality Professional 2 at IFG is responsible for monitoring, evaluating, and documenting the quality of telephonic sales enrollment calls conducted by downline agencies and internal sales partners. This role ensures compliance with carrier requirements, CMS guidelines and IFG internal quality standards. The Call Quality Professional 2 reviews call flow accuracy, disclosure completeness, sales ethics, and adherence to approved scripts. Work assignments are varied and require interpretation of regulatory standards, independent judgment, and the ability to identify and escalate high risk behaviors.

The Call Quality Professional 2 supports IFG’s end‑to‑end quality process by conducting audits of telephonic sales calls, identifying compliance risks, documenting quality findings, and providing clear feedback to sales agents. This role contributes to IFG’s mission of elevating consumer experience, promoting ethical sales practices, and ensuring sales interactions meet both industry and carrier expectations.

Required Qualifications
·         At least 2 years of experience in compliance or auditing or sales background.
·         At least 2 years of experience in customer service, contact centers, compliance, or sales support functions.
·         At least 2 years of Health Care experience, preferably in a Medicare insurance sales environment.
·         Excellent written and verbal communication skills.
·         Ability to manage multiple audits, deadlines, and priorities in a fast‑paced environment.
·         Proficient with Microsoft Office Products to including Word, Excel, PowerPoint, Outlook.
·         Passion for improving customer experience and promoting compliant, ethical sales practices.

Preferred Qualifications
·         Experience in call center or contact center environments.
·         Experience with telephonic insurance sales, FMO operations, or carrier compliance requirements.
·         Valid and active Health Care Sales License from your resident state.
·         Experience conducting quality audits or performance reviews.

Use your skills to make an impact
 

Additional Information

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a Modern Hire interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.

Work at Home Connectivity Requirements

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
• Wireless, Wired Cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)
• Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

This Is a remote Position

#LI-Remote

Travel: While this is a