Quality Assurance Lead

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. The role includes developing and maintaining a robust knowledge management system; monitoring call center process adherence; compiling and analyzing performance metrics; and creating detailed reports for senior management. The QA Lead also assists with regular coaching sessions, spearheads process improvement initiatives, oversees the intake process for new projects, and contributes to technical aspects such as administering the Automatic Call Distribution (ACD) I and developing data analysis tools.

• Develop and maintain a comprehensive knowledge management system for process documentation, training materials, and best practices.
• Monitor call center process adherence using detailed tracking systems.
• Compile and analyze performance metrics, and produce actionable reports for senior management.
• Conduct regular coaching sessions to enhance team understanding and adherence to quality standards.
• Spearhead process improvement initiatives, identifying opportunities for operational enhancements and managing their implementation.
• Oversee the intake process for the service desk’s involvement in new projects and services, ensuring alignment with established protocols and quality benchmarks.
• Contribute to technical aspects, including administration of the Automatic Call Distribution (ACD) I and development of data analysis tools.
• Model UCSF’s culture and values while delivering exceptional information technology services.

• Higher education or equivalent combination of experience/training in computer science, engineering, computer information systems, or related fields.
• 1 to 3 plus 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.
• Ability to 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 current application development methodologies.
• Ability to interpret, analyze, and apply service level agreements, policies, procedures, regulations, and other requirements, turning 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.

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

Salary range: $95,700 – $149,400 (Annual Rate). The final salary and offer components are subject to additional approvals based on UC policy. For positions represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, visit (Use the "Apply for this Job" box below)..

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.