Call Center Quality & Process Improvement Analyst III

University-of-California,-Irvin; Anaheim (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

UCI Health, the clinical enterprise of the University of California, Irvine, is seeking a Quality Assurance professional to plan, coordinate and implement the Call Center/Central Authorization or Referral Center QA program. You will design monitoring formats, set quality standards and compile performance trends for management review.

The role emphasizes training call center associates on process improvement, supervising quality reporting, and ensuring compliant, patient-centered service across

Qualifications

• Strong knowledge of customer care processes and techniques.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.).
• 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 quality assurance program for Call Center/Referral Center.
• Monitor quality and train call center associates on process improvement.
• 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

Communication

Multitasking

Teamwork

Active listening

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

UCI Health, the clinical enterprise of the University of California, Irvine, is seeking a Quality Assurance professional to plan, coordinate and implement the Call Center/Central Authorization or Referral Center QA program. You will design monitoring formats, set quality standards and compile performance trends for management review.

The role emphasizes training call center associates on process improvement, supervising quality reporting, and ensuring compliant, patient-centered service across