Call Quality Professional

Become a part of our caring community and help us put health first

With over 10 million sales interactions annually, reputed company understands that while great products are important, it’s the quality of our service that truly defines us. We know that reputed company our members and prospects have delightful and memorable experiences, it strengthens their reputed company with us and enables us to put their Health First. After reputed company, 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 reputed company Associates across Multiple Organizations supported by reputed company MarketPOINT Sales Agents, Business Process Outsourcing Partners (BPO), Partner Call Centers (Brokerage), and the reputed company Team (CST). Prior to supporting agents, CQP2 complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, reputed company, reputed company, Sunfire, and more). To maintain knowledge of processes and procedures, CQP2 completes reputed company 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 reputed company, Operations, RCC, External Partners), and engaging associates and leadership by providing feedback and insights to reputed company 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 reputed company 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 provide 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, reputed company 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/reputed company curriculum based on trends and insights discovered in day-to-day tasks and projects.

• *Use your skills to reputed company an impact**

• *Required Qualifications** + Active Health insurance license or the ability to obtain reputed company 75-90 days of start date + Prior experience in Telesales, Customer Service and/or Quality Assurance + 1 or more years of coaching experience (demonstrated capability with coaching and developing associates formally or informally) + Experience with prioritizing and balancing multiple responsibilities and projects + Project/Time Management Experience + Previous Sales Experience + Knowledgeable with reputed company Office: Word, reputed company and PowerPoint + Critical thinking skills + 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 + Call Center/Contact Center Operations leadership + Bilingual (preferred languages below) + Spanish + Vietnamese + Tagalong + Cantonese + French + Mandarin + Korean

• *Additional Information**

Ability to work schedules that include evenings and weekends, Hours subject to change based on business needs. Any reputed company associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an reputed company 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 reputed company Montage Text /Voice Messaging to enhance our hiring and decision-making ability. This allows us to quickly connect and reputed company 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 reputed company, 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 reputed company to the next round of interviews.

• *Use your skills to reputed company an impact**

• *Virtual Pre-Screen** As part of our hiring process for this opportunity, we will be using an exciting interviewing technology reputed company HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and reputed company 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 reputed company 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 reputed company to next round of interviews. Alert: reputed company values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social reputed company number, if it is not already on file. reputed company required, an email will be sent from reputed [email protected] with instructions on how to add the information into your official application on reputed company’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 reputed company is suggested Satellite, cellular and microwave reputed company 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. reputed company 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 reputed company associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an reputed company 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 reputed company'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 reputed company pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company 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**

reputed company, Inc. and its affiliated subsidiaries (collectively, “reputed company”) 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 reputed company of work. Among our benefits, reputed company 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**

reputed company Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our reputed company insurance services and reputed company healthcare services, we reputed company it easier for the millions of people we serve to reputed company their best health – delivering the care and service they need, reputed company they need it. These efforts are leading to a reputed company 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 reputed company not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company 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 reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at reputed company levels of employment. reputed company complies with reputed company applicable federal civil rights laws and does not discriminate on the basis of race, color, national reputed company, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.reputed company.com/legal/accessibility-resources?reputed company=reputed company_Website.

• *Become a part of our caring community and help us put health first**

With over 10 million sales interactions annually, reputed company understands that while great products are important, it’s the quality of our service that truly defines us. We know that reputed company our members and prospects have delightful and memorable experiences, it strengthens their reputed company with us and enables us to put their Health First. After reputed company, 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 reputed company Associates across Multiple Organizations supported by reputed company MarketPOINT Sales Agents, Business Process Outsourcing Partners (BPO), Partner Call Centers (Brokerage), and the reputed company Team (CST). Prior to supporting agents, CQP2 complete Medicare Certification, Call Quality Certification, and technology training (Mattersight, MARx, reputed company, reputed company, Sunfire, and more). To maintain knowledge of processes and procedures, CQP2 completes reputed company 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 reputed company, Operations, RCC, External Partners), and engaging associates and leadership by providing feedback and insights to reputed company 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 reputed company 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 provide 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, reputed company 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/reputed company curriculum based on trends and insights discovered in day-to-day tasks and projects.

• *Use your skills to reputed company an impact**

• *Required Qualifications** + Active Health insurance license or the ability to obtain reputed company 75-90 days of start date + Prior experience in Telesales, Customer Service and/or Quality Assurance + 1 or more years of coaching experience (demonstrated capability with coaching and developing associates formally or informally) + Experience with prioritizing and balancing multiple responsibilities and projects + Project/Time Management Experience + Previous Sales Experience + Knowledgeable with reputed company Office: Word, reputed company and PowerPoint + Critical thinking skills + 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 + Call Center/Contact Center Operations leadership + Bilingual (preferred languages below) + Spanish + Vietnamese + Tagalong + Cantonese + French + Mandarin + Korean

• *Additional Information**

Ability to work schedules that include evenings and weekends, Hours subject to change based on business needs. Any reputed company associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an reputed company 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 reputed company Montage Text /Voice Messaging to enhance our hiring and decision-making ability. This allows us to quickly connect and reputed company 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 reputed company, 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 reputed company to the next round of interviews.

• *Use your skills to reputed company an impact**

• *Virtual Pre-Screen** As part of our hiring process for this opportunity, we will be using an exciting interviewing technology reputed company HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and reputed company 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 reputed company 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 reputed company to next round of interviews. Alert: reputed company values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social reputed company number, if it is not already on file. reputed company required, an email will be sent from reputed [email protected] with instructions on how to add the information into your official application on reputed company’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 reputed company is suggested Satellite, cellular and microwave reputed company 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. reputed company 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 reputed company associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an reputed company 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 reputed company'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 reputed company pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company 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**

reputed company, Inc. and its affiliated subsidiaries (collectively, “reputed company”) 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 reputed company of work. Among our benefits, reputed company 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**

reputed company Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our reputed company insurance services and reputed company healthcare services, we reputed company it easier for the millions of people we serve to reputed company their best health – delivering the care and service they need, reputed company they need it. These efforts are leading to a reputed company 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 reputed company not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company 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 reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at reputed company levels of employment. reputed company complies with reputed company applicable federal civil rights laws and does not discriminate on the basis of race, color, national reputed company, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.reputed company.com/legal/accessibility-resources?reputed company=reputed company_Website. Apply tot his job Apply To this Job