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Job Details

Call Quality Coach Call Quality Professional 2

Location
Cincinnati, OH, United States

Posted on
Nov 20, 2021

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Job Information
Humana
Call Quality Coach (Call Quality Professional 2)
in
Cincinnati
Ohio
Description
The Call Quality Coach (Call Quality Professional 2) provides information to assist in the feedback and formal education process of individuals on the phone. Documents quality issues and performance measures. The Call Quality Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
How we Value You
Benefits starting day 1 of employment
Competitive 401k match
Generous Paid Time Off accrual
Tuition Reimbursement
Parent Leave
Go365 perks for well-being
Responsibilities
Help our team achieve their best! Are you detail oriented? Do you have experience with coaching or providing feedback? Do you enjoy developing others? If so, this might be the job for you! We are seeking a candidate for a Call Quality Coach (Call Quality Professional 2) to join our growing team! The Call Quality Coach (Call Quality Professional 2) monitors and evaluates the quality of inbound and/or outbound sales and relationship building calls as well as contributes to projects across a number of departments to improve performance in areas of compliance, sales, and consumer experience
Required Qualifications
Must have or be willing to obtain valid state health insurance license, within 75 days of hire
Prior experience in Telesales, Call Center and/or Quality Assurance
1 or more years of leadership experience (demonstrated capability with coaching and developing associates formally and informally)
Ability to work schedules 8am-6pm, that include evenings and weekends during Peak, Hours subject to change based on business needs.
Experience with prioritizing and balancing multiple responsibilities and projects
Knowledgeable with Microsoft Office: Word, Excel and PowerPoint
Critical thinking skills
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
For this job, associates are required to be fully COVID vaccinated or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.If progressed to offer, you will be required to:
Provide proof of full vaccination OR
Commit to weekly testing, following all CDC protocols, OR
Provide documentation for a medical or religious exemption consideration.
This policy will not supersede state or local laws. Requests for these exemptions should be submitted at least 2 weeks prior to your scheduled first day of work.
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
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
Contact Center Operations leadership
Work in a virtual environment
Bilingual- Spanish, Cantonese, Mandarin, Korean
Additional Information
Ability to work schedules 8am-6pm, that include evenings and weekends during Peak, Hours subject to change based on business needs.
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 exciting interviewing technology called Modern Hire Text/Voice to enhance our hiring and decision-making ability. Modern Hire 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 Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone 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.
In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time.
These requirements include:
Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m
Dedicated secure home workspace for interview or work purposes.
Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.
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

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