Contact Center Quality Analyst jobs in Riverside, CA

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!

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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.

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