Description
Healthcare isn’t just about health anymore. It’s about caring for family, friends, finances, and personal life goals. It’s about living life fully. At Conviva, a wholly-owned subsidiary of Humana, Inc., we want to help people everywhere, including our team members, lead their best lives. We support our team members to be happier, healthier, and more productive in their professional and personal lives. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our team members fresh perspective, new insights, and exciting opportunities to enhance their careers. At Conviva, we’re seeking innovative people who want to make positive changes in their lives, the lives of our patients, and the healthcare industry as a whole.
Responsibilities
Must Be Bilingual in English and Spanish
The Remote – Call Quality Professional 1 monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures. The Call Quality Professional 1 work assignments are often straightforward and of moderate complexity.
The Call Quality Professional 1 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 own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.
Required Qualifications
Must be fully bilingual in English and Spanish
Experience with prioritizing and balancing multiple responsibilities and projects
Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, Access, etc.
Excellent Communication Skills (written and verbal)
Ability to work in a fast paced environment.
Experience in call center/contact center quality assurance.
Experience in data analytics and/or trend analysis.
Experience mentoring, coaching and developing others.
Preferred Qualifications
Call center/contact center leadership experience
Bachelor’s degree
Customer service experience in a call center setting.
