Quality & Performance Analyst, Call Center QA

UCI Health; Anaheim (CA); On-site; USD 65,000 - 78,000; Full time

Job summary

UCI Health is hiring for a Call Center Quality Assurance role focused on developing and maintaining QA programs for call centers and referral centers. You will monitor performance, design quality standards, and compile reports to drive improvements across the team.

The ideal candidate will have strong customer care knowledge, excellent English communication, and experience in call monitoring and training. This is an on-site position at UCI Health with opportunities to influence patient-facing

Qualifications

• Bachelor Degree in related field or equivalent education and experience.
• Two years’ call monitoring experience.
• Four years’ call center, medical practice, clinic or call center agent experience.
• Knowledge of medical terminology.
• Excellent written and verbal communication skills in English.
• Strong knowledge of customer care processes and techniques.
• Excellent listening and organizational skills.
• Demonstrated ability to work effectively in a team environment.

Responsibilities

• Plan, coordinate and implement the Call Center/ Central Authorization quality assurance program.
• Monitor quality and provide trend analyses to management team.
• Design and develop call monitoring formats and quality standards.
• Compile and track performance; provide comprehensive reports of monitored calls and processes.
• Train call center associates on process improvement.

Skills

Customer care processes

Microsoft Office

Customer service

Multitasking

Call monitoring

Medical terminology

Active listening

Communication skills

Organization

Teamwork

Bachelor degree or equivalent

Education

Bachelor's degree or equivalent in related field

Job description

UCI Health is hiring for a Call Center Quality Assurance role focused on developing and maintaining QA programs for call centers and referral centers. You will monitor performance, design quality standards, and compile reports to drive improvements across the team.

The ideal candidate will have strong customer care knowledge, excellent English communication, and experience in call monitoring and training. This is an on-site position at UCI Health with opportunities to influence patient-facing