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Job Information
Job title

Call Quality Analyst

Company Humana
Wage between $0.00 - $0.00 Annually
Location United States, Wisconsin, Green Bay
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 9/7/2005
Description
Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.
In this role your will analyze call quality in reference to efficiency and service.



Minimum Requirements:


  • 2 years Customer Service experience, 1 year call experience
  • Experience with the CAS/Badger Call Center Platform preferred
  • Technical experience with Call Center Management is desired
  • Must be able to support decisions both verbally and in writing
  • Experience with Microsoft based applications to include Excel, Word, Powerpoint, etc. preferred
  • Ability and willingness to accept and adapt to changing environment



    Key Accountabilities:


  • Demonstrate expert knowledge of current benefit plans, policies and procedures
  • Display initiative and thorough research in problem identification and resolution
  • Identify and communicate opportunities for process improvement
  • Provide feedback to members of the Contact Center Team to assist in elevating the level of service Humana callers receive.
  • Identify training trends and formulate action plans
  • Observe the interaction of the CSCS with the Customer, computer system and reference material
  • Communicate observations to all levels within the organization



    Skill Set:

  • leadership skills
  • Oral and written communication skills
  • Facilitation/consulting skills
  • Analytical
  • Presentation skills
  • Microsoft Office ? focus on Excel
  • Ability to travel if necessary
    Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

    Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

    Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.
    In this role your will analyze call quality in reference to efficiency and service.



    Minimum Requirements:


  • 2 years Customer Service experience, 1 year call experience
  • Experience with the CAS/Badger Call Center Platform preferred
  • Technical experience with Call Center Management is desired
  • Must be able to support decisions both verbally and in writing
  • Experience with Microsoft based applications to include Excel, Word, Powerpoint, etc. preferred
  • Ability and willingness to accept and adapt to changing environment



    Key Accountabilities:


  • Demonstrate expert knowledge of current benefit plans, policies and procedures
  • Display initiative and thorough research in problem identification and resolution
  • Identify and communicate opportunities for process improvement
  • Provide feedback to members of the Contact Center Team to assist in elevating the level of service Humana callers receive.
  • Identify training trends and formulate action plans
  • Observe the interaction of the CSCS with the Customer, computer system and reference material
  • Communicate observations to all levels within the organization



    Skill Set:

  • leadership skills
  • Oral and written communication skills
  • Facilitation/consulting skills
  • Analytical
  • Presentation skills
  • Microsoft Office ? focus on Excel
  • Ability to travel if necessarydf-tc

    Experience/Skills
    See Above

    Other desired skills:
    Call Quality Analyst
    • This job has expired.