Business Process Quality Analyst UCSF
Overview
The Business Process & Quality Analyst at UCSF leads quality audits and improves contact center workflows. This role monitors employee performance and drives continuous improvement across patient access initiatives. You will collaborate with cross‑functional teams to elevate service standards while analyzing data to identify systemic opportunities.
What You'll Do9
- 1Conduct quality audits and measure workflow adherence under Contact Center administration
- 2Investigate error tickets and develop recommendations for improvement plans
- 3Score contacts using standardized criteria and aggregate data for opportunity assessment
- 4Engage with the Platform team for QA development and automation of Genesys solutions
- 5Perform routine audits on inbound and outbound contacts and design service enhancements
- 6Monitor employee performance through contact reviews and create quality improvement plans
- 7Collaborate with Shared Services and Ambulatory Care Operations to align with strategic goals
- 8Gather data and evaluate alternatives to recommend actions for stakeholder groups
- 9Communicate findings and actionable insights to technical and non‑technical audiences
Requirements5
- 1Bachelor’s degree in a related field or equivalent experience
- 23‑5 years of progressive experience in business process analysis
- 3In‑depth knowledge of process documentation standards such as Use Case modeling
- 4Strong understanding of IT systems and methodologies for process analysis
- 5Proven ability to work independently and lead projects with sound judgment
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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