Call Quality Professional

Join Our Caring Community

Become a part of our caring community and help us put health first. With over 10 million sales interactions annually, Humana understands that while great products are important, it's the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

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, Partner Call Centers, and the Customer Success Team. Prior to supporting agents, CQP2 complete Medicare Certification, Call Quality Certification, and technology training. 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, 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 and connect with the 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 judgment 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.
• 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.
• 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.

Use your skills to make an impact.

Required Qualifications

Preferred Qualifications

Ability to work schedules that include evenings and weekends, 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.

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.

As part of our hiring process for this opportunity, we will be using an interviewing technology called Montage Text / Voice 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.

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 Hours : 40

Pay Range : The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job-related skills, knowledge, experience, education, certifications, etc. $48,900 - $66,200 per year. This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and / or individual performance.

Description of Benefits : Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental, and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance, and many other opportunities.

Application Deadline : 10-25-2025

About us : Humana Inc. (NYSE : HUM) is committed to putting