Contact Center Analyst I: Data & Service Quality

Kaiser Permanente; Spokane (WA); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Kaiser Permanente is seeking a detail-oriented team member to support the contact center by gathering and inputting standard operational data, helping analyze efficiency, and preparing routine reports for the team. You will assist in addressing service quality concerns from members and internal/external parties and support customers with information and resources as needed.

You will learn to address performance issues, follow guidance, and work within labor regulations and contracts to ensure

Qualifications

• Acts with compassion in daily interactions.
• Accurate data entry and record-keeping.
• Ability to build and maintain professional relationships.

Responsibilities

• Pursues effective relationships with others by sharing information with coworkers and members.
• Completes routine work assignments by following procedures and policies and using data, and resources with oversight and management.
• Supports contact center services by assisting customers with information and resources or guiding them to the appropriate party.
• Enables contact center operations by leveraging basic knowledge of labor environment regulations, requirements, and contracts, as well as performance standards, measures, and goals.
• Contributes to the development of contact center operational insights by gathering and inputting standard operational data and assisting in population of reports.
• Contributes to contact center service quality by gathering information to support investigations of service quality concerns.

Skills

Compassion

Data entry

Relationship building

Computer literacy

Microsoft Office

Education

High School Diploma or GED

Job description

Kaiser Permanente is seeking a detail-oriented team member to support the contact center by gathering and inputting standard operational data, helping analyze efficiency, and preparing routine reports for the team. You will assist in addressing service quality concerns from members and internal/external parties and support customers with information and resources as needed.

You will learn to address performance issues, follow guidance, and work within labor regulations and contracts to ensure