# Member Support Quality Analyst

**Company:** [SmithRx](https://hotfix.jobs/companies/smithrx)
**Location:** Lehi, UT, Plano, TX
**Role:** Support Engineering
**Salary:** $54k – $64k/yr
**Experience:** 4+ years
**Skills:** quality assurance, call center operations, Excel, Google Sheets, talkdesk, Root Cause Analysis, Data Analysis, dashboard creation, knowledge base management
**Posted:** 2026-07-24

> 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.

## Job Description

## 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.

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