Call Quality Analyst Jobs in California (NOW HIRING)

Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union.
Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business processes and analysis practices, and organizational policies and procedures. Resolves a wide range of business process issues of moderate to complex scope. Demonstrates good judgment in selecting methods and techniques to obtain solutions
Under the direction of Contact Center administration, the Business Process & Quality Analyst will routinely conduct quality audits and measure adherence to workflows and guidelines within the Contact Center. Investigates error tickets, analyzes error data, reports error trends, develops recommendations for improvement plans, coaching opportunities and works in conjunction with stakeholders to update training materials, standard work, quality tools, etc. Engages with the Platform team for QA development and automation, the deployment of Genesys and to explore future technology enhancements. Performs routine audits on inbound and outbound contacts, score contacts according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for the Contact Center as needed, centered on advancing and elevating patient access and customer service. The Business Process & Quality Analyst is responsible for the monitoring of employee performance through the review of assigned contacts and reports and tasked with identifying opportunities for improvement and developing quality improvement plans for the assigned service area(s). The position will work closely with other key members the Contact Center, Shared Services and Ambulatory Care Operations, to drive results on areas of focus for improvement, and to provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for the UCSF Health Contact Center. The position will gather data and information, find and evaluate alternatives and make sound recommendations to all stakeholders.
Department Overview
The UCSF Contact Center is an integrated team that supports both patient and provider requests for access to care at UCSF Health. Administrative functions include 1) appointment scheduling, 2) referral intake, review and processing,3) coordinating any other administrative or clinical patient call-based requests to support effective care delivery.
Responsibilities
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
70
yes
Data Analysis and Process Improvement

• Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet end-user needs.

• Provides technical expertise in identifying, evaluating and developing complex systems and procedures. Creates complex specifications for systems to meet end-user requirements. Involved in developing complex user interface designs. Plans and executes unit integration and acceptance testing. Participates in cross-functional teams to address complex business or systems issues.

• Assists, team leads, supervisors, managers, and others in reviewing of complaints and service issues, identifying any potential issues and seeking opportunities for process improvements.
• Coordinates issue resolution and service recovery with involved parties, which may include clinic management, physicians, Patient Experience, Contact Center or department administration.
• Provides reports on a daily, weekly, monthly, or as needed basis regarding front line work activities, including resolution, root cause, trends, and other relevant data.
• Oversees collection of data through medical chart review, query of various databases and software.
• Provides statistical analysis of data used to monitor quality and process improvement.
• Analyze and troubleshoot current practices and propose solutions to improve patient satisfaction and public relations.
• Works collaboratively with members of the Contact Center team to provide support to PCs and Team Leads in the form of additional coaching.
• Updates Contact Center standard work to reflect stakeholder decisions.
• Leads and facilitates meetings with clinics, clinic leadership, Contact Center, leadership, and physicians related to process improvement opportunities and efforts.
• Engages with the Platform team for QA development and automation, the deployment of Genesys and to explore future technology enhancements.
• Represents the Contact Center at meetings per the Manager/Administrative Director.

15
yes
Quality Improvement and Reporting

• Gathers, analyzes, prepares and summarizes recommendations for approval of business process and procedural documentation. Recommends and implements changes in processes and procedures. Negotiates with stakeholders on the creation of specifications.
• Review and document inbound/outbound contacts utilizing departmental quality monitoring standards and guidelines in order to ensure that quality/adherence policies and procedures are being met.
• Analyze and prepare internal/external quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire Contact Center.
• Develops workflows for internal stakeholders. Adjust quality auditing tool in a dynamic manner based on achievement of desired performance outcomes and the need to more closely monitor areas where performance is subpar to expectations.
• Participate as a core team member in process improvement sessions to advance the design of the quality performance systems, training, tools, and processes. Provide data analytics to drive scope and success criteria of initiatives in alignment with department strategy.
• Coordinate and facilitate calibration sessions to ensure all PCs and Team Leads are administering standard best practices and scoring is consistent.
• Analyze and troubleshoot current practices and propose solutions to improve patient satisfaction and public relations.
• Collaborates with other quality teams within the Contact Center and Shared Services and uses subject matter knowledge to collect and prepare information for use discussions, meetings of internal and external constituents.
• Reviewing data and using statistical analysis along with other analytical software tools such as Tableau, Genesys, and EPIC.
• Prepare monthly summaries for Contact Center leadership, including executive level summary of results from audits and action plans to elevate performance.
• Provide ad hoc data as requested that is presented in an actionable format.
• Updates Contact Center standard work to reflect approved recommendations.

15
yes
Quality Assurance

• Gathers, analyzes, prepares and summarizes business and user needs, documenting requirements and revising existing system and process logic issues as necessary. Provides support and training on new applications. Guides and advises less-experienced Business Systems Analysts.
• Conducts quality audits within specified timelines and individually manages completion of the target number of call audits required.
• Actively monitor and score agent calls, referrals, appointments scheduled to proactively identify potential learning opportunities.
• Ensures collection of information is accurately stored into computer systems.
• Performs assigned quality monitoring of Contact Center staff in order to ensure the highest level of service and quality.
• Performs quality checks of agent appointment transactions, and reviews other transaction types as assigned.
• Works collaboratively with other Contact Center and Shared Services team members to identify training opportunities for assigned staff.
• Meets with Teams to review and discuss grading results and reports.

Training

• Supports New Hire training(s).
• Provides QA training(s) to team members.
• Participates in adhoc training sessions with supervisors and leadership.

100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
Qualifications
REQUIRED QUALIFICATIONS

• Bachelor's degree in a related area and/or equivalent experience/training.
• 3-5 years relevant progressive experience
• In-depth understanding and skill in process and systems requirement documentation standards, such as Use Case modeling, User Story creations and narrative description.
• Thorough knowledge of business and process analysis functions.
• Thorough Knowledge of related areas of IT.
• Strong skills and knowledge of methodologies associated with the analysis of processes and problems, information flow, and architecture.
• Demonstrated ability to work with others from diverse backgrounds.
• Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem-solving skills.
• Broad knowledge relating to software design.
• Thorough knowledge of business processes and procedures.
• Demonstrated testing and test planning skills.
• Demonstrated effective communication and interpersonal skills. Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. Interpersonal and communication skills to work with both technical and non-technical personnel at various levels in the organization.
• Proficient in ability to use discretion and maintain all confidentiality.
• Demonstrates ability to use sound judgment in responding to issues and concerns.
• Demonstrates ability to analyze, research and synthesize large amounts of data with strong attention to detail.

PREFERRED QUALIFICATIONS

• EPIC knowledge

About Us
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html