Human Resource Call Quality Representative

Become a part of our caring community and help us put health firstThe Call Quality Representative 4 monitors and evaluates the quality of inbound and/or outbound customer service calls. Documents quality issues and performance measures. The Call Quality Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.The Call Quality Representative 4 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 regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology. Works within broad guidelines with little oversight.Use your skills to make an impactRequired Qualifications

Minimum of 2 years of customer service experience

Minimum of 1 year of formal or informal leadership experience

Previous experience Proficient using Workday, ServiceNow, Verint, and/or similar platforms

Proficient using Microsoft Office applications such as Word, Excel, and PowerPoint

Demonstrated ability to analyze and identify trends within data reporting

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

Effective verbal, written, and listening communication skills

Able to work independently and as a team player in a fast paced environment meeting business needs

Flexible in working cross functionally across Human Resources

Strong emotional intelligence, confidence, and judgement in making confidential decisions with the ability to communicate effectively

Strong attention to detail and organization skills

If selected for offer, this role is hybrid working out of the Humana Clocktower in Louisville, KY.

Preferred Qualifications

Associate's or Bachelor's Degree

Previous inbound call center or related customer service experience

Bilingual ( English and Spanish) having the ability to read, write and speak fully in both languages

​Additional InformationInterview Format:As part of our hiring process for this opportunity, we will be using an exciting interviewing 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 first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana's secure website.Scheduled Weekly Hours40About usHumana 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 EmployerIt 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.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.