Quality Assurance Lead

IT Customer Service Desk

Full Time

87121BR

Job Summary

The Quality Assurance (QA) Lead is integral in maintaining operational excellence and compliance, focusing specifically on non-technical aspects such as procedural adherence and process optimization. This role is responsible for developing and maintaining a robust knowledge management system to keep all process documentation, training materials, and best practices up-to-date and accessible. Additionally, the QA Lead monitors call center process adherence, utilizing detailed tracking systems to identify deviations and areas for improvement. They are also tasked with compiling and analyzing performance metrics, creating detailed reports that provide senior management with actionable insights.

In addition to these responsibilities, the QA Lead will assist with regular coaching sessions to enhance team understanding and adherence to quality standards, fostering a culture of continuous learning. They spearhead process improvement initiatives, identifying opportunities for operational enhancements and managing their implementation to ensure seamless integration with existing systems. This role also involves overseeing the intake process for the service desk's involvement in new projects and services, ensuring that all new integrations align with established protocols and quality benchmarks. The QA Lead will contribute to the technical aspects of the work, including the administration of our Automatic Call Distribution (ACD) I and the development of data analysis tools.

The QA Lead will positively impact UCSF's operations and culture by ensuring UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the University's mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF's vision while modeling UCSF's culture and values.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $95,700 - $149,400 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.
The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.

Required Qualifications

• Higher education or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 1 to 3+ years of experience in information technology or IT Service Management/Customer
• Prior experience in information technology, customer experience services, or higher education.
• Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders.
• Ability to help design and deliver effective training programs for a variety of audiences.
• Experience with problem research and resolution in relation to technical issues and remote troubleshooting.
• Understanding of the attributes and processes of current application development methodologies.
• Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes.
• Strong organizational skills with the ability to set priorities and manage multiple projects.
• Ability to develop positive working relationships and a strong rapport with team members.

Preferred Qualifications

• HDI Support Center Certification (Analyst, Supervisor, or Manager level)
• HDI Knowledge Centered Service Certification

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Campus

Job Code and Payroll Title

007584 BUS SYS ANL 3

Job Category

Clinical Systems / IT Professionals

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

Brisbane, CA

Campus

Brisbane

Work Style

Flexible

Shift

Days

Shift Length

8 Hours

Additional Shift Details

M-F, 8am-5pm, as required after hours support