Business Process & Quality Analyst

UCSF•Brisbane, CA

1d•$81,300 - $172,300

About The Position

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.

Requirements

Seasoned, experienced professional with a full understanding of industry-wide business processes and analysis practices, and organizational policies and procedures.
Ability to resolve a wide range of business process issues of moderate to complex scope.
Demonstrates good judgment in selecting methods and techniques to obtain solutions.

Responsibilities

Conduct quality audits and measure adherence to workflows and guidelines within the Contact Center.
Investigate error tickets, analyze error data, and report error trends.
Develop recommendations for improvement plans and coaching opportunities.
Update training materials, standard work, and quality tools in conjunction with stakeholders.
Engage with the Platform team for QA development and automation, and the deployment of Genesys.
Explore future technology enhancements.
Perform routine audits on inbound and outbound contacts.
Score contacts according to a standard approach.
Assess and aggregate data for opportunity.
Participate in design sessions for the Contact Center.
Monitor employee performance through the review of assigned contacts and reports.
Identify opportunities for improvement and develop quality improvement plans for assigned service area(s).
Work closely with key members of the Contact Center, Shared Services, and Ambulatory Care Operations to drive results on areas of focus for improvement.
Provide critical summary data to drive improvements in alignment with the strategic plan for the UCSF Health Contact Center.
Gather data and information, evaluate alternatives, and make sound recommendations to all stakeholders.