Job Description

Description

The Manager, Call Quality will oversee the activity of the Calls Quality department and new hire on job training program by setting goals that are in alignment to the organizations strategy. In addition, develop, implement and maintain a system of quality and authenticity testing of the call centers practices and call model. May assist in the development of monitoring standards and act as subject matter expert. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.

Responsibilities

We are looking to employ a Quality Manager with outstanding written, verbal and interpersonal communication skills. A Quality Manager is expected to be a strategic thinker with effective organizational and time management skills. This candidate will have advanced research skills with the ability to multitask and adapt in a fast-paced and ever shifting environment.

To ensure success, Quality Managers should understand the business operation and decision-making processes with a keen interest in producing targeted and tangible results by creating an effective and efficient workforce. We are looking for a candidate that can set the standard for new innovative auditing approaches to increase efficiency in addition to mitigating compliance and patient safety risks. This position will work closely with call center and training leaders in making recommendations to address business problems and/or risks identified through auditing outcomes.

Top candidates must be innovative, strong decision-makers, possess forward thinking movement and professional framing that will be leveraged to lead the Quality Assurance team by example.

Required Qualifications

* High School Diploma
* 4 or more years of experience in a quality assurance or quality control position or related area/field
* 2 or more years of management experience
* Ability to hold others accountable and maintain a professional work environment
* Knowledgeable with Microsoft Office products including Word, Excel and PowerPoint
* Experience with prioritizing and balancing multiple responsibilities and projects
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences
* Strong problem-solving skills
* Leadership ability
* Reside in Eastern or Central Time Zone
* Must have accessibility to high speed DSL or Cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance for Humana systems is 10Mx1M

Preferred Qualifications

* Bachelor's Degree or Master's degree
* Call Center/Contact Center Operations leadership
* Knowledgeable with Verint and Vizio
* Experience with Project Management
* Microsoft Access Proficiency

Additional Information

Location: This permanent job is working from Home.

Hours: The hours are Mon-Fri, 8am-8pm EST, with flexibility outside of regular hours, including after hours and weekends in order to meet business and CMS required demands.

Training: Initial training is a Total of 10 weeks (Combination of theory and practicum). Weekend or after hours training may occur based on CMS changes or Regulatory Compliance requirements.

Travel: There is 25-30% travel required based on team seminars and development/strategy sessions frequency. Continued self-education and training will be required to succeed in this job.

No Vacation for the first 90 days of employment: Due to training requirements, no vacations are permitted for the first 90 days of employment.

Video Interviews: As part of our hiring process, we will be using virtual technology (WebEx or Modern Hire). Requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes.

Scheduled Weekly Hours

40