Call Quality Professional - Remote

Profile

Description

Healthcare isn't just about health anymore. It's about caring for family, friends, finances, and personal life goals. It's about living life fully. At Conviva, a wholly-owned subsidiary of Humana, Inc., we want to help people everywhere, including our team members, lead their best lives. We support our team members to be happier, healthier, and more productive in their professional and personal lives. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our team members fresh perspective, new insights, and exciting opportunities to enhance their careers. At Conviva, we're seeking innovative people who want to make positive changes in their lives, the lives of our patients, and the healthcare industry as a whole.

Responsibilities

Must Be Bilingual in English and Spanish

The Remote - Call Quality Professional 1 monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures. The Call Quality Professional 1 work assignments are often straightforward and of moderate complexity.

The Call Quality Professional 1 provides information to assist in the feedback and formal education process of individuals on the phone. May assist in the development of monitoring standards. May act as subject matter expert. Understands own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.

Required Qualifications

Must be fully bilingual in English and Spanish

Experience with prioritizing and balancing multiple responsibilities and projects

Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, Access, etc.

Excellent Communication Skills (written and verbal)

Ability to work in a fast paced environment.

Experience in call center/contact center quality assurance.

Experience in data analytics and/or trend analysis.

Experience mentoring, coaching and developing others.

Preferred Qualifications

Call center/contact center leadership experience

Bachelor's degree

Customer service experience in a call center setting.

Alert

Conviva, a subsidiary of Humana, values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for 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 inviting you to participate in a Modern Hire interview. In this interview, you will receive a set of interview questions over your phone and you will provide recorded or text message responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

Benefits

Being a part of the Conviva team gives you: We offer tangible and intangible benefits such as medical, dental and vision benefits, 401k, tuition reimbursement, vacation, paid holidays, work-life balance, growth, a positive and fun culture and much more.

Additional Information :

Associates are required to be fully COVID vaccinated, including booster, 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.

If progressed to offer, candidates will be required to:

Provide proof of full vaccination, including booster OR

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, and state exemptions will be available.

Scheduled Weekly Hours

40

Company info

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