Career Opportunities

Quality Assurance Analyst - Call Center - F/T - Days at Careers | UC Irvine Health - 10745

This job posting is no longer active

Updated: April 10, 2018
Job Family: Professional

Job Description & Salary Range

UC Title:                                     Senior Administrative Analyst

Position Number:                      10007319

Reports to:                                 Dir,Ambulatory Support Service

Working Title:                            Quality Assurance Analyst

Cost Center:                              Call Center (8571)

Bargaining Unit:                       None

FLSA:                                          Exempt

Job Code:                                  7242

Date Created:                            03/06/2018

Shift:                                           Day Shift

Hours:                                         40.00


Position Summary: 

Incumbent plans, coordinates and implements the Call Center/Central Authorization or Referral Center quality assurance program. Responsible for quality improvement monitoring in conjunction with training call center associates on process improvement. Designs and develops call monitoring formats and quality standards. Compiles and tracks performance; provides trend analyses to management team. Responsible for comprehensive development of quality reports of monitored calls and processes.


Salary Range: 


Rate    Minimum  $57,400.00    Maximum  $97,300.00


Required Qualifications:

Ability to maintain a work pace appropriate to the workload

Bachelor Degree in related field or equivalent education and experience

Demonstrated ability to work effectively in a team environment

Excellent organizational skills

Excellent written and verbal communication skills in English

Exceptional listening skills

Knowledge of medical terminology

Minimum four years’ call center, medical practice, clinic or call center agent experience

Minimum two years’ call monitoring experience

Multi-tasking, time management and prioritization skills

Must demonstrate customer service skills appropriate to the job

Must possess the skill, knowledge and ability essential to the successful performance of assigned duties

Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)

Strong knowledge of customer care processes and techniques


Preferred Qualifications:

Experience working in quality or process improvement, project management skills

Knowledge of UCI policies and procedures

Minimum one year of leadership/supervisory call center or medical practice experience

Process improvement certification


Physical, Mental & Environmental Demands:

To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.






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