Contact Center Quality & Process Analyst

University of California - San Francisco; Brisbane (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

UCSF seeks a Business Process & Quality Analyst for the Contact Center to conduct quality audits, analyze data, and develop improvement plans that enhance patient access and service quality.

The role collaborates with Platform team for QA development and automation, and with Ambulatory Care Operations to drive performance. A Bachelor's degree and 3–5 years of experience are required, with EPIC knowledge preferred.

Qualifications

• Bachelor's degree in a related area and/or equivalent experience/training.
• 3–5 years progressive experience in a related role.
• Strong understanding of process and systems requirement documentation standards.

Responsibilities

• Conduct quality audits of inbound/outbound contacts and monitor performance.
• Analyze error data and identify trends to develop improvement plans.
• Develop quality improvement plans and coaching opportunities; update training materials.

Skills

Business analysis

Process improvement

Quality assurance

Data analysis

Communication

Teamwork

Education

Bachelor's degree in related area

Tools

EPIC

Tableau

Genesys

Job description

UCSF seeks a Business Process & Quality Analyst for the Contact Center to conduct quality audits, analyze data, and develop improvement plans that enhance patient access and service quality.

The role collaborates with Platform team for QA development and automation, and with Ambulatory Care Operations to drive performance. A Bachelor's degree and 3–5 years of experience are required, with EPIC knowledge preferred.