Senior Quality & Call Center Analyst

UC Irvine; Anaheim (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Sick and vacation time

Retirement savings plans

Discounts and perks

Job summary

UCI Health is seeking a QA professional to lead the Call Center quality assurance program within the Referral Center. You will design monitoring formats, track performance, and provide trend analyses to management.

Responsibilities include training call center staff, improving processes, and developing quality reports. Strong English communication and four years’ related experience are required; bachelor’s degree preferred. This on-site role offers a comprehensive benefits package.

Qualifications

• Bachelor degree in related field or equivalent education and experience.
• Minimum two years’ call monitoring experience.
• Minimum four years’ call center, medical practice, clinic or call center agent experience.
• Strong knowledge of customer care processes.
• Excellent written and verbal communication in English.

Responsibilities

• Plan, coordinate, and implement QA for Call Center/Referral Center.
• Monitor quality and train call center associates on processes.
• Design and develop call monitoring formats and standards.
• Compile and track performance; provide trend analyses to management.
• Develop comprehensive quality reports of monitored calls and processes.

Skills

Call center monitoring

Quality assurance

Customer service

Microsoft Office

English proficiency

Education

Bachelor Degree in related field or equivalent education

Job description

UCI Health is seeking a QA professional to lead the Call Center quality assurance program within the Referral Center. You will design monitoring formats, track performance, and provide trend analyses to management.

Responsibilities include training call center staff, improving processes, and developing quality reports. Strong English communication and four years’ related experience are required; bachelor’s degree preferred. This on-site role offers a comprehensive benefits package.