Contact Center Quality Analyst, Sr. jobs in Santa Cruz, CA

HOW TO APPLY

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INITIAL REVIEW DATE (IRD)

Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD. Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link .

The IRD for this job is: 04-15-2024

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

The Academic Personnel Office is a unit with the Division of Academic Affairs. As a division, we are committed to the ongoing work of building an inclusive and supportive community, where we collaborate to achieve shared goals. We seek to attract and develop a diverse workforce who contribute to these goals, support our increasingly diverse faculty, staff, students, and community members, and contribute to equity across our institution.

The Academic Personnel Office provides guidance and support that contributes directly to informed decision-making affecting academic personnel matters at UC Santa Cruz.

The mission of the Academic Personnel Office is to facilitate the recruitment, appointment, advancement, and retention of the most qualified and diverse faculty and academic appointees possible. The Academic Personnel Office provides leadership and oversight of academic policy and procedures in a manner that supports the overall academic goals and objectives of the Administration and the Academic Senate consistent with the campus Principles of Community.

JOB SUMMARY

This position is part of a team of analysts that work collaboratively to provide high-level analytical and transactional support to the campus administration and divisional academic human resources coordinators. Under direction of the unit manager, the incumbent will perform complex duties associated with Academic Human Resources policies, labor contracts, Academic leaves of absences, Academic programs and procedures.

Please note: For full consideration for an interview, applicants are asked to provide a narrative, short or long text response to the 3 question(s) below.

When applying, please submit your cover letter and resume as a single attachment in step 2 (Attach Resume) and attach your answers to the following questions and optional documents as a single attachment in step 2 (Attach Cover Letter). Please keep your responses brief with no more than 6 pages total.

Supplemental Screening Questions:

1) How have you demonstrated your understanding of the principles of particular diversity and equity as it relates to related issues and needs in higher education or your professional field?

2) Provide examples of your past contributions to diversity, equity, and inclusion.

3) Discuss your vision for how you might support existing dimensions of or make expanded contributions to diversity, equity, and inclusion in the position for which you are applying.

APPOINTMENT INFORMATION

Budgeted Salary:$89,350 - $99,000/Annually. Salary commensurate with skills, qualifications and experience.
Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus / Hybrid

Union Representation: Non-Represented

Job Code Classification: ACAD HR ANL 3 (007715)

Travel: Never or Rarely

JOB DUTIES

50% - ACADEMIC PERSONNEL

• Analyzes and interprets complex system-wide and campus policies, academic personnel procedures and practices, and collective bargaining agreements in order to provide strategic advice to campus constituents. Campus constituents include divisional academic HR staff, departmental staff, and academic employees.
• Participates in policy review and development of both campus and UC-wide policies; assists with campus implementation, including drafting/editing new or revised procedures and policy-related documents.
• Prioritizes work assignments, conducts research and data analysis, and helps develop resulting recommendations on assigned projects.
• Keeps abreast of new and changing practices related to academic employees.
• Liaisons with academic employee wellbeing programs/initiatives in areas such as housing, caregiving and parenting, workers’ compensation, and disability accommodation.

30% - ABSENCE MANAGEMENT/LEAVE PROGRAMS

• Understands and effectively communicates and implements the University's academic employee leave programs, including medical, childbearing and parental leaves; modified duties; workers’ compensation; Catastrophic Leave; and the impact of leaves on personnel review eligibility (e.g., merit and promotion).
• Provides subject matter expertise, training and direction to divisional academic HR staff, department chairs and managers, and Academic Personnel Office colleagues.
• Identifies potential Americans with Disabilities Act (ADA) accommodation needs; consults with campus Disability Management and / or facilitates the interactive process.
• Collaborates with workers' compensation, disability management, benefits, and labor and employee relations to ensure compliance with all applicable policies.
• Prepares leave of absence metrics and presents data and analysis to campus leaders.
• Makes recommendations for changes to leave policies and procedures.
• Processes faculty academic leaves of absence from initiation through return to work and provides status updates to involved parties. Maintains leave documentation; prepares and sends applicable letters to employees detailing the status of their leave application and leave implications (eligibility, pay, entitlements, return to work, etc.); processes leave/pay calculations; update on-line systems.
• Serves as team lead ensuring compliance, consistent processes, and exemplary customer service; facilitates resolutions to complicated requests.
• Provides coverage for the Leave Coordinator as needed.
• Represents UCSC at system-wide absence management meetings, sharing concerns, identifying issues.
• Represents Academic Personnel Office at campus time and attendance system meetings; identifies and recommends configuration changes based on academic policies; contributes to system requirements and testing.
• Monitors and resolves payroll system leave issues and escalates as needed.
• Provides time and attendance system and policy training to divisional academic HR staff.

20% - ACADEMIC PERSONNEL GENERAL

• Participates in various system-wide, campus, divisional, and unit meetings or trainings; makes or arranges for presentations; produces summaries of policy/procedural decisions or clarifications; and follows-up on action items.
• Participates in the development and maintenance of internal training and reference materials, and unit website.
• Works in a collaborative manner with others across the organization to prioritize and complete multiple assignments on time and with a high level of accuracy.
• Other duties as assigned in support of the unit.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and/or equivalent experience and / or training.
• Thorough knowledge of and ability to apply / interpret policies, union contracts, administrative procedures and practices.
• Excellent critical and innovative thinking skills to address complex issues, develop recommendations and present nuanced analyses.
• Organizational and time management skills sufficient to set priorities, coordinate and complete a number of competing assignments within established deadlines.
• Demonstrated strong group presentation skills in order to present information in a clear and concise manner to multiple levels in the organization.
• Effective verbal communication skills.
• Writing skills sufficient to prepare concise, logical and grammatically correct work.
• Excellent interpersonal skills with the ability to establish and maintain cooperative working relationships with diverse groups of internal and external constituencies using insight, tact, and diplomacy to facilitate reasonable outcomes in a manner that supports and advances the campus Principles of Community in all activities.
• Excellent customer service skills with the ability to provide a high level of service and adapt to shifting priorities.
• Ability to research, analyze, and compare and contrast complex data information.
• Ability to recall, retain, and relay policy and procedural information.
• Self-motivated with the ability to work independently.
• Ability to work effectively as a member of a team.
• Ability to exercise good judgment and discretion in handling confidential information.
• Experience using standard computing tools, including Microsoft and Google suites sufficient to organize, analyze, and report data, and to coordinate and track projects.
• Ability to quickly learn and utilize new technology and applications.
• Math skills sufficient to calculate compensation accurately.
• Thorough knowledge of FMLA, CFRA, Paid Family Leave, Pregnancy Disability Leave, Workers Compensation, HIPAA and applicable state and federal laws.

PREFERRED QUALIFICATIONS

• Knowledge of a human resources management system (HRMS) and /or other related business software programs and systems.
• Strong in-depth knowledge of UC academic personnel policies and procedures; demonstrated understanding of how leaves and accommodations interact with other functional areas such as curriculum planning and academic career progression.
• Demonstrate an understanding of the diversity and equity related issues and needs in higher education or in a professional field.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate has the option to work a hybrid work schedule. If a hybrid work schedule is confirmed, the selected candidate must be able to work successfully from a home/remote office and be able to fulfill the requirements of the UCSC telecommuting agreement.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here .

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.