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

Call Quality Professionals provide information that will assist in the feedback and the formal education process of MarketPOINT Sales Agents. This position will oversee the Call Quality process which includes call monitoring, call evaluations, feedback and insights to achieve and improve call quality results.  May also act as a subject matter expert. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings. The Call Quality team engages associates and operational leaders alike to ensure optimal consumer experiences through compliant practices that bring value to the organization. This engagement includes call calibrations, call reviews, collaborative feedback to sales agents, and more.

Use your skills to make an impact
 

Required Qualifications

• Active Health insurance license or the ability to obtain within 75 days of start date

• Must speak both English and Cantonese fluently, and either already have or be willing to obtain ALTA language certification

• 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

• 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
• Project Management Experience

Additional Information

Ability to work schedules that include evenings and weekends, Hours subject to change based on business needs.

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue 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 for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

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.

Work-At-Home Requirements

At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested Satellite, cellular and microwave connection can be used only if approved by leadership 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. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

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. 

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly