Bilingual Call Quality Coach WAH Korean, Cantonese, Mandarin
Description The Call Quality Professional 2 monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures.
The Call Quality Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. Responsibilities The Call Quality Coach (Call Quality Professional 2) 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 department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures. Required Qualifications
- Must have or be willing to obtain valid state health insurance license
- Bilingual in English and Korean, Cantonese and/or Mandarin
- Prior experience in Telesales, Customer Service and/or Quality Assurance
- 1 or more years of leadership experience (demonstrated capability with coaching and developing associates formally and informally)
- Experience with prioritizing and balancing multiple responsibilities and projects
- Knowledgeable with Microsoft Office: Word, Excel 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 Additional InformationAbility 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. As part of our hiring process for this opportunity, we will be using an interviewing technology called Montage Text Messaging to enhance our hiring and decision-making ability.
This allows us to quickly connect and gain 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 forward, 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 forward to the next round of interviews. Arizona candidates: Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10-panel drug testThis role is part of Humanas Driver safety program and therefore requires an individual to have a valid state drivers license and proof of personal vehicle liability insurance with at least 100/300/100 limits Internal- 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. Scheduled Weekly Hours 40
About Us Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms when and where they need it.
Our employees are at the heart of making this happen and thats why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first. Equal Opportunity Employer It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification.
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