Call Quality Representative 3

Location

Puerto Rico | United States

Job description

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

The Call Quality Representative 3 monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures. The Call Quality Representative 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

The Call Quality Representative 3 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. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Required Qualifications

• 3 or more years of technical customer service experience
• 2 years of leadership experience
• Fully Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance – Passing language test score will be required before any offer is given
• 1 year of Call Center experience is required / Preferably in a leadership role
• Strong customer service orientation and attention to detail
• Excellent analytical and problem-solving skills. Be able to forecast and analyze statistics, metrics for trends and root cause.
• Strong typing and computer navigation skills and be proficient with MS office (word, excel, outlook and power point)
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously.
• Effective verbal and listening communication skills.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Strong and effective presentation skills; excellent communications skills – both written and verbal.

Preferred Qualifications

• Bachelor's Degree
• 2 years or more Quality Assurance experience (2+ years) in a Call Center environment
• Training experience
• Knowledge in CMS Regulations

Additional Information

Workstyle: Office ***Must reside in Puerto Rico***

Office Hours

• This position is NOT fully remote. It is a hybrid position that will require you to travel to the office / or call center up to twice a week.
• Must be able to travel to the office and call center locations.

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen 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 virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a Modern Hire interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.

Work at Home Connectivity Requirements

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
• Wireless, Wired Cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)
• Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. 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.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

Bilingual Language Proficiency Info

• Fully Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. (If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish.)

Hybrid Office / Home position

Scheduled Weekly Hours

40

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better 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  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all 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 all levels of employment.

Job tags

Salary