Sales Coach and Quality Assurance Consultant

Job ID: J127685
Company: Highmark Inc
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Aug 8, 2018

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Description

JOB SUMMARY

This job ensures accuracy and quality of phone-based sales calls, focusing on optimizing sales outcomes and customer experiences.  The incumbent makes recommendations to leadership, including coaching techniques. Identifies and implements sales best practices.

ESSENTIAL RESPONSIBILITIES

  • Monitor and assess phone-based sales calls to ensure accuracy, quality, and adherence to sales scripts, as well as utilization of consultative sales approach. 
  • Responsible for executing sales coaching, as well as creating and overseeing sales coaching training programs. Provide leadership with feedback and insight to conduct on-going coaching and performance management.  
  • Consult with leadership to identify and implement sales best practices focused on improving sales outcomes and customer experiences.
  • Actively participate and partner with the business unit sales trainer.
  • Create, manage, and shepherd consultative sales scripts to Compliance and CMS.  
  • Provide Y-chord and one-on-one coaching. Observe how agents navigate through sales tools. Make recommendations for improvement.
  • Create and provide standardized reporting, including ad-hoc requests.
  • Other duties as assigned or requested.

EDUCATION

Required

  • Bachelor's Degree in Business Administration/Management, Communications Studies/Speech Communication/Rhetoric, or Marketing OR 6 years of relevant, progressive experience in lieu of Bachelor's Degree

EXPERIENCE

Required

  • 5 - 7 years of sales experience and 3 - 5 years of call center experience

Preferred

  • 3 - 5 years of Business Process Design experience
  • 3 - 5 years of insurance industry experience

SKILLS

  • Quality Assurance
  • Sales
  • Audit/Compliance/Fraud
  • Business Consulting
  • Business Process Improvement
  • Communication Skills
  • Training
  • Call Centers
  • Coaching

Travel required

0% - 25%

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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