Contact Center Quality Analyst jobs in Santa Cruz, CA

This position works remotely requiring a telecommuting agreement and adherence to the UCSC Telecommuting/Remote Work Guidelines. The employee shall be available in a full-time capacity during assigned telecommuting work hours (specific hours to be discussed with supervisor). While telecommuting/remote working, the employee is responsible for ensuring a worksite environment suitable for accomplishing their regular job duties during scheduled hours of work and, if applicable, arranging for dependent care just as they would if they were working at the regular UCSC worksite.

NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION.

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INITIAL REVIEW DATE (IRD)

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The IRD for this job is: 03-14-2024

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 Smarter Balanced Assessment Consortium (SBAC) is a public agency supported by 12 members (states and territories). Through the work of thousands of educators, Smarter Balanced created an online assessment system aligned to the Common Core State Standards (CCSS), as well as tools for educators to improve teaching and learning. Smarter Balanced is housed at the University of California Santa Cruz (UCSC) Silicon Valley Extension.

The Consortium's work is guided by the belief that a high-quality assessment system can provide information and tools for teachers and schools to improve instruction and help students succeed - regardless of disability, language, or subgroup. Smarter Balanced involves experienced educators, researchers, state and local policymakers, and community groups working together in a transparent and consensus-driven process.

Smarter Balanced staff have a profound commitment to UCSC's Principles of Community including embracing diversity, equity and inclusion.

UCSC Extension provides professional training that reflects the academic rigor of the University of California and the hands-on, roll-up-your-shirtsleeves practicality of Silicon Valley culture. Developed with guidance from key industry leaders and academic experts, Extension's certificate programs match the economic demand of industry, from engineering to business, education to bioscience. The University of California reviews and approves UCSC Extension courses and programs for academic content, merit and instructor qualifications. Many courses can be applied toward degree programs, or may be eligible for professional certificates and licenses.

More information can be found at https://smarterbalanced.org/

JOB SUMMARY

Uses advanced quality management concepts and objectives to resolve highly complex quality control issues for large-scale, high-stakes educational assessment materials. Regularly works with internal and external experts from multiple disciplines (e.g., technology, psychometrics, academic content) on issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting quality control methods, techniques and evaluation criteria for obtaining results. Responsible for quality control programs and proposals with broad impact across assessment material production and the organization as a whole. Develops and oversees the implementation of new quality control programs and processes.

APPOINTMENT INFORMATION

Budgeted Salary: $82,300 - $114,598/year. 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

Union Representation: Non-Represented

Job Code Classification: 006938 (QA RELEASE MGT ANL 3)

Travel: Up to 25% of the time

JOB DUTIES

60% - Educational Assessment and Quality Management

• Establishes and maintains quality assurance and control requirements and processes for educational assessment deliverables.
• Collaborates with assessment development staff and external stakeholders to develop and maintain quality guidelines.
• Collaborates with software developers to implement automated quality checks on electronic educational assessment materials.
• Ensures that automated quality checks provide actionable feedback that is directed to the appropriate team.
• Collaborates with software developers to develop and maintain quality assurance dashboards to report quality check results across the organization.
• Attests that a given educational assessment deliverable meets quality control requirements.
• Maintains documentation for the quality assurance and control program.
• Analyzes quality issue reports from users to inform improvements to the quality assurance and control program.

20% - Educational Assessment and Production Support

• Conducts quality control checks on digital educational assessment materials.
• Uses proprietary software to package electronic assessment materials for delivery.
• Participates in user acceptance testing of assessment production software.

20% - Quality Business Analysis

• Provides expertise to project managers to ensure that project plans account for quality management.
• Provides expertise to product managers to ensure that quality management is integrated into product development.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• In-depth knowledge of quality management concepts and methodology.
• Understanding of the role of quality control in educational measurement.
• Experience working with a diverse team of subject matter experts to develop quality control standards.
• Experience supervising or conducting quality control tests on data or digital deliverables.
• Experience working with project managers to incorporate quality control into project planning and execution.
• Strong verbal communication and interpersonal skills to communicate effectively with and influence all levels of staff.
• Strong written communication skills to communicate effectively with and influence all levels of staff.
• Working knowledge of automated software workflows and building requirements for quality control automation.
• Experience ensuring that organizational practices, services, and behaviors support and promote diversity among staff.

PREFERRED QUALIFICATIONS

• Experience with online education technologies such as learning management systems and QTI.

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.
• This is a fully remote position, and 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.
• Ability to work overtime including evenings, nights, weekends and holidays to meet operational needs, and work an alternate work schedule shift as required.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to travel nationally.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• 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.

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.