Call Quality Professional

Join Our Caring Community and 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 (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, Salesforce, Sunfire, 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
• 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.
• 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

Additional Information

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.

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.

Scheduled Weekly Hours 40

Pay Range $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.

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

Humana Inc. (NYSE : HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.