Job Description

Description

The Supervisor, Call Quality provides information to assist in the feedback and formal education process of individuals on the phone and Call Quality auditors. May assist in the development of monitoring and auditing approaches to increase efficiency in addition to mitigating compliance and patient safety risks. May act as subject matter expert. Decisions are typically are related to schedule, plans, daily operations and auditing strategy. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies, value add strategies and contributions toward the departments goals.

Responsibilities

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

The Supervisor, Call Quality monitors and evaluates the quality of call center associate outcomes produced and effectiveness of operational processes. Documents quality issues and performance measures. The Supervisor, Call Quality works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Required Qualifications

* High School Diploma
* 2 - 4 years of related experience
* Previous leadership experience (formal or informal)
* Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel etc.
* Applied knowledge of customer service or call center processes and practices that align with complying to established metrics
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences
* Experience with prioritizing and balancing multiple responsibilities and projects
* Must be passionate about contributing to an organization focused on continuously improving consumer experiences
* Leadership ability.
* Strong problem-solving skills
* 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
* Reside in Eastern or Central Time Zone

Preferred Qualifications

* Bachelors degree
* Call Center/Contact Center Operations leadership
* Prior work experience in an operational setting
* General understanding of economic, financial and operational concepts
* 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 an exciting virtual technology provided by Modern Hire or WebEx.

As a work at home (WAH) position, Humana will be deploying virtual and video technologies for all hiring activities. 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