Contact Center Quality Analyst, Sr. jobs in Ontario, CA

Contact Center Quality Analyst, Sr. monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

U
QUALITY CARE UNIT ANALYST MULTIPLE OPENINGS (UCPATH)
  • UCPath Center
  • Riverside, CA FULL_TIME
  • This is a Hiring Talent Pool: We are accepting applications for multiple Quality Care Analyst openings within the UCPath Center. Apply today to be considered for upcoming openings!

    For UCOP internal applicants, please login to the internal candidate gateway at: Jobs at UCOP

    UCPATH CENTER

    At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.

    The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President

    The UCPath Center is the University of California's shared services center in Riverside, CA. The UCPath Center manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, five medical centers, three national labs and more. The staff at the UCPath Center work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath Center

    POSITION SUMMARY

    This incumbent uses critical thinking, analytical, and problem solving skills to research, analyze and develop solutions to a wide range of complex human resources (workforce administration), benefits, general ledger, and payroll issues and concerns. The incumbent must be able to research and troubleshoot business processes and program systems issues. The incumbent will demonstrate good judgment in selecting methods and techniques for obtaining solutions. The incumbent will work independently as well as collaboratively with internal and external team members to accomplish resolve.

    Responsibilities

    30%

    stablishes trust with locations by providing accurate and efficient resolution to complex and/or escalated issues and inquiries through multiple channels (phone, email, or portal).

    30%

    Researches, analyzes, and resolves complex issues relating to payroll, benefits, workforce administration and general ledger.

    Provides accurate and efficient resolutions by following appropriate methodology for determining the correct course of action and/or escalation.

    15%

    Educates location transactors on resources such as Manager self-service and various case management dashboards.

    10%

    Coordinates with a variety of external and internal contacts to assist in resolving issues or concerns.

    10%

    Ensures delivery of quality service with every interaction.

    5%

    Uses case management to track issues from initial contact.

    Incumbent will complete accurate and actionable case management documentation and adhere to resolving issues within established service targets.


    Required Qualifications
    • Knowledge of common organization- or research-specific and other computer application programs.
    • Strong communication and interpersonal skills to communicate effectively, both verbally and in writing.
    • Ability to use discretion and maintain all confidentiality.
    • Skilled analyzing complex issues. Strong policy analysis techniques.
    • Strong customer focus with the ability to resolve escalated situations by providing sound resolutions.
    • Ability to multi-task with demanding timeframes.
    • Highly self-motivated and ability to work in a fast-paced environment with multiple tasks and changing priorities.

    Education
    • Bachelor's degree in related area and / or equivalent experience / training.

    SALARY AND BENEFITS

    Salary: The recommended salary range is $61,000 - $71,000. Commensurate with experience.

    Payroll Title: Payroll Anl 2 Job Grade: 19

    Benefits: For information on the comprehensive benefits package offered by UCPath Center visit: Benefits of Working for UC

    HOW TO APPLY

    Please be prepared to attach a cover letter and resume with your application.

    JOB CLOSE DATE

    The posting will be open until: December 31, 2022.

    CONDITIONS OF EMPLOYMENT

    Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

    Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

    August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy

    EEO STATEMENT

    The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC nondiscrimination policy.

    The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu

    jeid-2da6c3e95c79bc469cd02642d01d96c5
  • 21 Days Ago

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Remote Contact Center Specialist
  • Barbara's Answering Services
  • Claremont, CA FULL_TIME
  • Full Job Description Interested candidates should send their resume to (billing@ barbaras answering service. com)Barbara's Answering Services is to provide a world-class customer experience, starting ...
  • 2 Months Ago

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Customer Call Center Representative
  • Quality Mobile Home Services
  • Elsinore, CA FULL_TIME
  • Quality Mobile Home Services in Lake Elsinore, CA is calling all go-getters to apply to join our amazing team as a full-time Customer Call Center Representative! WHY YOU SHOULD JOIN OUR TEAM We are a ...
  • 20 Days Ago

Q
Call Center Associate
  • Quality Mobile Home Services
  • Elsinore, CA FULL_TIME
  • Quality Mobile Home Services in Lake Elsinore, CA is looking to hire a full-time Call Center Associate to provide excellent customer service while speaking with potential clients on the phone. Are you...
  • 20 Days Ago

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Call Center Team Lead
  • Quality Mobile Home Services
  • Elsinore, CA FULL_TIME
  • Quality Mobile Home Services is currently hiring for a full-time Call Center Team Lead to oversee our call center team and ensure that our clients receive the best customer service possible in the Lak...
  • 20 Days Ago

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Call Center Supervisor
  • Quality Mobile Home Services
  • Elsinore, CA FULL_TIME
  • Quality Mobile Home Services in Lake Elsinore, CA is calling all go-getters to apply to join our amazing team as a full-time Call Center Supervisor! WHY YOU SHOULD JOIN OUR TEAM We are a leading compa...
  • 23 Days Ago

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0 Contact Center Quality Analyst, Sr. jobs found in Ontario, CA area

Ontario is a city located in southwestern San Bernardino County, California, 35 miles (56 km) east of downtown Los Angeles and 23 miles (37 km) west of downtown San Bernardino, the county seat. Located in the western part of the Inland Empire metropolitan area, it lies just east of Los Angeles County and is part of the Greater Los Angeles Area. As of the 2010 Census, the city had a population of 163,924, up from 158,007 at the 2000 census, making it the county's fourth most populous city after San Bernardino, Fontana, and Rancho Cucamonga.[not verified in body] The city is home to the Ontario ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$56,393 to $76,969
Ontario, California area prices
were up 3.0% from a year ago

Contact Center Quality Analyst, Sr. in Yakima, WA
They also assist in developing, creating, and implementing quality processes and procedures; making recommendations for enhancements to training materials; and identifying opportunities for process and procedure changes to improve customer experience.
January 08, 2020