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SmithRxSmithRxLehi, UT

Member Support Quality Analyst

Quality Analyst responsible for evaluating call center interactions, identifying coaching opportunities, tracking performance trends, and driving process improvements through audits, dashboards, and root cause analysis. Requires 4+ years QA experience in call centers, strong analytical and Excel skills, and a focus on customer satisfaction.

54k – 64k/yr
On-site4+ YOESupport Engineering

About the role

Responsibilities

  • Listen to and review contact center interactions to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed.
  • Review and investigate low scoring surveys and reviews to identify immediate coaching and recovery opportunities.
  • Participate in regular QA calibration sessions with QA team members, Member Services supervisors and managers.
  • Track acute and systemic trends at both the agent and team level.
  • Conduct routine audits and report trends/improvement opportunities to all stakeholders.
  • Partner with the Call Center Operations and Training teams to recommend continued education for call center agents.
  • Create, manage and maintain dashboards and trackers to provide visibility of agent performance and call drivers to the organization, aiding in process improvement.
  • Assist with creating and editing knowledge base articles, ensuring education materials for call center agents are appropriate and current.
  • Complete case investigations and root cause analysis projects to address escalations and make improvement recommendations.
  • Support the call center team as needed.

Requirements

  • HS Diploma or GED or equivalent experience.
  • 4+ years experience as a Quality Assurance Specialist in a call center environment, evaluating and scoring member calls or 1+ years experience in a SmithRx internal Quality Assurance position.
  • Demonstrated proficiency in Excel and Google Sheets.
  • Strong attention to detail.
  • Effective time management, ability to handle high-volume daily workload efficiently.
  • Strong analytical skills – ability to work with data and develop insights.
  • An obsession with customer experience and customer satisfaction.
  • Strong communication, interpersonal, and presentation skills.
  • Empathic communicator with a consultative approach, able to see things from another individual’s point of view.

Nice-to-Haves

  • Experience in Talkdesk (or other Quality Management Software), Shelf, Google Suite (Drive, Sheets, Presentations, Lucid Charts) strongly preferred.

Skills

quality assurancecall center operationsExcelGoogle SheetstalkdeskRoot Cause AnalysisData Analysisdashboard creationknowledge base management

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