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 is an academic powerhouse and economic engine, recognized as one of the top 8 public universities by U.S. News and World Report. Innovation is central to who we are and what we do. Here, students learn that knowledge isn't just acquired in the classroom - life is their laboratory. UC San Diego's rich academic portfolio includes six undergraduate colleges, five academic divisions and five graduate and professional schools. The university's award-winning scholars are experts at the forefront of their fields with an impressive track record for achieving scientific, medical and technological breakthroughs.