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.
About the job
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 Assurance, Call Center Operations, Excel, Google Sheets, Talkdesk, Root Cause Analysis, Data Analysis, Dashboard Creation, Knowledge Base Management
Similar jobs
Support Engineering jobs
NMI
United States
Provides bilingual technical support to customer developers integrating NMI payment APIs and SDKs. The role requires professional Spanish and English fluency, coding experience in Objective-C or another listed language, operating-system knowledge, and basic networking skills.
Bevi
Boston, MAProvides phone and email technical support for connected beverage machines, guiding customers through troubleshooting, maintenance, warranties, and service scheduling. The role requires strong customer communication, independent judgment, multitasking, and the ability to learn hardware and software systems.
DAT Freight & Analytics
Beaverton, OR
Provides advanced, customer-facing technical support for DAT’s SaaS products, including API integration assistance, customer training, issue resolution, and escalation mentoring. Requires 3–4 years of technical product support experience and strong communication and problem-solving skills.
Reltio
United States
Provides advanced technical support and troubleshooting for high-value customers, including configuration, integrations, workflow compilation, and code debugging. The role requires Python and Java programming, cloud knowledge, strong analytical skills, and participation in an on-call rotation.
Yext
New York, NY
Provides personalized, consultative, and technical support to enterprise clients using Yext’s product suite. The role combines troubleshooting, customer training, help-content creation, cross-functional collaboration, and performance against service and satisfaction targets.