Contact Center Analytics & Quality Specialist

Kaiser Permanente; Renton (WA); Remote; USD 42,000 - 54,000; Full time

Job summary

Kaiser Permanente is seeking a customer service representative to support patients, members, and providers. You will handle information requests, escalate issues as needed, and help direct inquiries to the appropriate party, contributing to operational insights and quality monitoring.

The role emphasizes data gathering, performance reporting, and continuous improvement within a high-performing contact center environment.

Qualifications

• Associates degree or 1 year of customer service or related experience required.
• Strong data entry, interpersonal, and computer skills.
• Ability to work with Microsoft Office and standard office software.

Responsibilities

• Foster effective relationships by sharing resources and seeking feedback.
• Complete assignments with up-to-date knowledge and meet deadlines.
• Support center services by assisting customers with information and directing to the right party.
• Enable operations by using knowledge of regulations and performance standards.
• Gather and input operational data to support analysis and improvement.
• Investigate service quality concerns and remediate performance as guided.

Skills

Data Entry

Relationship Building

Compassion

Computer Literacy

Microsoft Office

Education

Associates degree in related field

Job description

Kaiser Permanente is seeking a customer service representative to support patients, members, and providers. You will handle information requests, escalate issues as needed, and help direct inquiries to the appropriate party, contributing to operational insights and quality monitoring.

The role emphasizes data gathering, performance reporting, and continuous improvement within a high-performing contact center environment.