Call Quality Coach- Preferred location: AZ FL TX or WI

Profile

Description

Help our team achieve their best! Are you detail oriented? Do you have experience with coaching/providing feedback This might be the job for you!

The Call Quality Coach (Call Quality Professional 2) monitors and evaluates the quality of inbound and/or outbound sales and relationship building calls.

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.

Skillset preferred:

Critical thinking skills through team collaboration

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Ability to prioritize and balance multiple responsibilities and projects

Flexibility in day to day work initiatives

Detail oriented; ability to provide detailed feedback to agents

Required Qualifications

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 or related area

1 or more years of formal coaching and development of others experience

1 year experience in Data analytics, trend analysis, or related field

Proficiency with Microsoft Office: Word, Excel and PowerPoint

preferred work location: AZ, WI, TX or FL; if near a site location, may be asked to enter the office based upon business need.

Meet WAH Requirements listed under additional informat

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.

Work at Home/Remote Requirements Must ensure designated work area is free from distractions during work hours and virtual meetings Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

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

Company info

Humana Inc.
Website : http://www.humana.com