Call Quality Professional
About the position Be 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 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 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.
Responsibilities
- Provide feedback and formal education to Humana Associates across multiple organizations.
- Complete Medicare Certification, Call Quality Certification, and technology training.
- Oversee the Call Quality process including call monitoring and investigations.
- Engage associates and leadership by providing feedback and insights.
- Self-manage completion of tasks related to call quality.
- Utilize a proactive investment model to determine agent support needs.
- Evaluate sales calls for compliance and consumer experience.
- Conduct compliance allegation reviews and recommend process improvements.
- Facilitate one-on-one coaching sessions with associates.
- Assist associates and managers with process and procedural questions.
- Create and facilitate new hire training/workshop curriculum.
- Monitor calls for adherence to business strategies and compliance.
Requirements
- 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.
- 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.
- Passionate about contributing to an organization focused on improving consumer experiences. Nice-to-haves
- Bachelor's degree.
- Applied knowledge of Direct Marketing Processes.
- Call Center/Center Operations leadership.
- Bilingual (Spanish, Vietnamese, Tagalog, Cantonese, French, Mandarin, Korean).
Benefits
- Medical, dental and vision benefits.
- 401(k) retirement savings plan.
- Paid time off including company and personal holidays.
- Volunteer time off.
- Paid parental and caregiver leave.
- Short-term and long-term disability.
- Life insurance. Apply tot his job
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