This posting shall remain open until filled.
UCSD Layoff from Career Appointment: Apply by 03/25/2021 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 04/05/2021. Eligible Special Selection clients should contact their Disability Counselor for assistance.
Under direction, incumbent is responsible for managing a team of quality analysts and establishes procedures, processes, roles, work standards, schedules, performance objectives and enforcement through regular oversight. Ensures quality monitoring is performed for all specialists within designated timelines and reported out effectively to operational staff. Ensures individual and team standards for quality are achieved and initiates improvement initiatives as required. Organizes and facilitates communications, team meetings and calibration activities. Identifies performance trends and takes proactive steps to prevent service shortfalls. Develops content for quality-related trainings, coaching and improvement efforts in collaboration with operational staff and workforce.
Nine (9) years of related experience, education/training, OR a Bachelor’s degree in related area plus five (5) years of related leadership experience in contact center operations, quality monitoring, quality assurance, and/or customer service.
Comprehensive knowledge and demonstrated success in quality assurance and continuous improvement concepts, procedures, and processes.
- Successful experience working directly with call recording software, data, text or speech analytics tools and using the findings to improve experience and process.
- Demonstrated competency related to independent development of content, team building and establishment of standards within a fast paced environment.
- Must be able to work various hours and locations based on business needs.
- Employment is subject to a criminal background check and pre-employment physical.
UC San Diego Health is the only academic health system in the San Diego region, providing leading-edge care in patient care, biomedical research, education, and community service. Our facilities include two university hospitals, a National Cancer Institute-designated Comprehensive Cancer Center, Shiley Eye Institute, Sulpizio Cardiovascular Center, and several outpatient clinics. UC San Diego Medical Center in Hillcrest is a designated Level I Trauma Center and has the only Burn Center in the county. We invite you to join our dynamic team!
Applications/Resumes are accepted for current job openings only. For full consideration on any job, applications must be received prior to the initial closing date. If a job has an extended deadline, applications/resumes will be considered during the extension period; however, a job may be filled before the extended date is reached.
UC San Diego Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
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