Strategic Process & Quality Analyst

UCSF Health; Brisbane (CA); On-site; USD 80,000 - 120,000; Full time

Job summary

UCSF Health is seeking a Business Process & Quality Analyst for the Contact Center to ensure patient access and service quality. You will audit contacts, analyze error data, and propose improvement plans, working with stakeholders to update training and standard work.

You will engage with the Platform team for QA development and automation, advancing patient experience. The role requires documenting requirements, creating use cases and user stories, and applying strong communication across

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3-5 years of progressive relevant experience.
• Strong grasp of process and systems requirement documentation standards.
• Thorough knowledge of business processes and IT areas.

Responsibilities

• Conduct quality audits and measure adherence to workflows in the Contact Center.
• Investigate error tickets, analyze data, and report trends with improvement plans.
• Coordinate with stakeholders to update training materials and quality tools.
• Partner with Platform team on QA development and automation for future enhancements.
• Monitor employee performance and identify opportunities for quality improvement.

Skills

Process analysis

Use Case modeling

User Story creation

Narrative description

Test planning

Data analysis

Interpersonal communication

Problem solving

Training material updates

QA development

Education

Bachelor's degree in a related area

Equivalent experience/training

Tools

EPIC knowledge

Job description

UCSF Health is seeking a Business Process & Quality Analyst for the Contact Center to ensure patient access and service quality. You will audit contacts, analyze error data, and propose improvement plans, working with stakeholders to update training and standard work.

You will engage with the Platform team for QA development and automation, advancing patient experience. The role requires documenting requirements, creating use cases and user stories, and applying strong communication across