Call Center Quality & Process Improvement Analyst

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

Job summary

UCI Health is seeking a dedicated Quality Assurance professional to plan, coordinate, and implement the Call Center/Central Authorization or Referral Center QA program. The role includes developing monitoring formats and standards, and providing management with performance trends.

You will compile reports and support training for call center associates to drive process improvements and service excellence within a busy academic health system.

Qualifications

• Strong knowledge of customer care processes and techniques.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.).
• Excellent written and verbal communication skills in English.
• Minimum two years' call monitoring experience.
• Minimum four years' call center, medical practice, clinic or call center agent experience.
• Knowledge of medical terminology.

Responsibilities

• Plan, coordinate and implement the Call Center/Central Authorization or Referral Center quality assurance program.
• Design and develop call monitoring formats and quality standards.
• Compile and track performance; provide trend analyses to management.
• Develop comprehensive quality reports of monitored calls and processes.

Skills

Customer care

MS Office

Communication

Medical terminology

Education

Bachelor Degree or equivalent

Job description

UCI Health is seeking a dedicated Quality Assurance professional to plan, coordinate, and implement the Call Center/Central Authorization or Referral Center QA program. The role includes developing monitoring formats and standards, and providing management with performance trends.

You will compile reports and support training for call center associates to drive process improvements and service excellence within a busy academic health system.