Senior Process & Quality Analyst, Contact Center

University of California - San Francisco; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

University of California - San Francisco Health is seeking a Business Process & Quality Analyst for the UCSF Contact Center in San Francisco. The role focuses on quality audits, data analysis, and process improvements to elevate patient access and customer service.

Under supervision, you will measure adherence to workflows, analyze error trends, and develop improvement plans. You will collaborate with stakeholders to update training and standard work while supporting QA development with the

Qualifications

• Applies technical expertise to analyze and improve complex business processes.
• Defines and tracks quality metrics and adherence to workflows.

Responsibilities

• Conduct quality audits of inquiries and processes.
• Analyze error data and trends to propose improvement plans.
• Develop coaching materials and updates to standard work.
• Collaborate with Platform team on QA development and automation.
• Provide data-driven summaries to drive improvements in patient access and service.

Skills

Data analysis

Process improvement

Quality assurance

Reporting

Job description

University of California - San Francisco Health is seeking a Business Process & Quality Analyst for the UCSF Contact Center in San Francisco. The role focuses on quality audits, data analysis, and process improvements to elevate patient access and customer service.

Under supervision, you will measure adherence to workflows, analyze error trends, and develop improvement plans. You will collaborate with stakeholders to update training and standard work while supporting QA development with the