Call Quality Lead - Inside Commercial Sales

Profile

Description

The Call Quality Lead monitors and evaluates the quality of inbound and/or outbound Sales calls with Commercial Brokers and Agencies. Documents quality issues and performance measures. The Call Quality Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

The Call Quality Lead 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. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action. Will provide detailed feedback on the results of the call evaluations and recommendations for additional training and /or coaching at an individual or group level.

Required Qualifications

Bachelor's degree or equivalent work experience

4 or more years of technical experience

Must have previous experience in a Call Quality Role evaluating both inbound and outbound calls

Must have experience giving development and feedback based on call quality monitoring metrics

Must be willing to learn the insurance products as a requirement for the role

Insurance sales experience or other related 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

Call Center/Contact Center Operations experience

Preferred Qualifications

Experience with Insurance products or prior sales experience in insurance products

Knowledge of Verint or other Call Quality Software products

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com