Member Experience QA Analyst

SmithRx; Plano (TX); On-site; USD 54,400 - 64,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Retirement

Paid Holidays

Paid Time Off

Professional development

Job summary

SmithRx is seeking a high-energy Quality Assurance Specialist to impact the Member Experience by analyzing agent performance and contact center interactions. The role emphasizes data-driven insights, knowledge-base updates, and continuous improvement across omnichannel channels.

Ideal candidates bring 4+ years in QA within a call center, proficiency with Talkdesk or similar tools, Excel and Google Sheets, and a sharp eye for detail and customer satisfaction.

Qualifications

• 4+ years as a Quality Assurance Specialist in a call center environment.
• Experience evaluating and scoring member calls or in-house QA roles.
• Strong analytical skills and attention to detail.

Responsibilities

• Listen to and review contact center interactions to evaluate performance and ensure SOPs are followed.
• Review low scoring surveys and reviews to identify coaching opportunities.
• Create dashboards and trackers to provide visibility of agent performance.
• Support the call center team with knowledge base updates and ongoing QA activities.

Skills

Quality Assurance

Call center

Data analysis

Excel

Google Sheets

Education

HS Diploma or GED

Tools

Talkdesk

Shelf

Google Suite

Job description

SmithRx is seeking a high-energy Quality Assurance Specialist to impact the Member Experience by analyzing agent performance and contact center interactions. The role emphasizes data-driven insights, knowledge-base updates, and continuous improvement across omnichannel channels.

Ideal candidates bring 4+ years in QA within a call center, proficiency with Talkdesk or similar tools, Excel and Google Sheets, and a sharp eye for detail and customer satisfaction.