Call Center Quality & Performance Analyst III

University of California, Irvine; Anaheim (CA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Job summary

UCI Health in California seeks a dedicated quality assurance professional to plan, coordinate and implement the Call Center quality assurance program. The role monitors processes and designs monitoring formats, and quality standards to assure excellence in service.

You will compile performance data, provide trend analyses to management, and develop comprehensive quality reports of monitored calls and processes. A bachelor’s degree or equivalent is required.

Qualifications

• Strong knowledge of customer care processes and techniques.
• Excellent written and verbal communication skills in English.
• Minimum two years’ call monitoring experience and four years’ call center or medical practice experience.

Responsibilities

• Plan, coordinate and implement the Call Center quality assurance program.
• Monitor quality and develop formats and standards for calls and processes.
• Compile performance data and provide trend analyses to management.

Skills

Customer care

Communication

Multitasking

Time management

Teamwork

English proficiency

Attention to detail

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

UCI Health in California seeks a dedicated quality assurance professional to plan, coordinate and implement the Call Center quality assurance program. The role monitors processes and designs monitoring formats, and quality standards to assure excellence in service.

You will compile performance data, provide trend analyses to management, and develop comprehensive quality reports of monitored calls and processes. A bachelor’s degree or equivalent is required.