Contact Center Quality Analyst, Sr. jobs in Sacramento, CA

Education and Work Experience:

• Associate's/Technical Degree or equivalent combination of education/related experience: Preferred
• Bachelor’s Degree with coursework in human resources: Preferred
• Four years of HR experience: Preferred

Licenses/Certifications:

• Professional in Human Resources (PHR), or SHRM Certified Professional (SHRM-CP): Preferred

Essential Functions:

• Handles escalated inquiries efficiently while capturing pertinent details for documentation. Uses knowledge base and designated resources to accurately resolve inquiries. Solves problems. Refreshes and adds to the knowledge base system. Demonstrates comprehensive understanding of techniques, processes and procedures to perform the job.
• Researches issues quickly, when not able to immediately resolve using the knowledge base. Resolves, routes, or escalates issues in a timely manner. Applies working knowledge of the techniques, principles, theories and concepts of the discipline, staff, technologies, services, and practices to complete routine and non-routine assignments. Prioritizes daily activities to complete tasks/projects assigned by others. Makes decisions regarding own work, sometimes in ambiguous situations.
• Provides exceptional customer service, exhibiting strong listening and communication skills. Solves and escalates operational problems and technical issues; modifies existing tools or processes. Works with decisions that have moderate impact on function/family operations.
• Participates in test cycles, e.g., open enrollment, software updates, knowledge base reviews and refreshes. Works under general supervision.
• Identifies processes and procedures for improvement opportunities. Serves on teams planning and implementing continuous improvement. Assists with training new Associate Analysts.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.