Member Experience QA & Insights Analyst

PVH (Tommy Hilfiger/Calvin Klein); Lehi (UT); On-site; USD 54,400 - 64,000; Full time

Benefits offered by this job

Wellness benefits

401(k) retirement savings

Paid time off

Parental leave

Employee assistance program (EAP)

Commuter benefits

Well-stocked kitchen

Job summary

SmithRx is a rapidly growing Health-Tech company focused on transforming PBM with a data-driven drug acquisition platform. We seek a Quality Assurance Specialist to analyze agent performance and member experience, update knowledge bases, and support the call center floor.

The role emphasizes statistical analysis, monitoring omnichannel conversations, and driving continuous improvement through QA insights and education materials.

Qualifications

• HS Diploma or GED or equivalent experience.
• 4+ years QA experience in a call center, or 1+ year in SmithRx QA role.
• Experience with Talkdesk or similar QA software.
• Proficient in Excel and Google Sheets.

Responsibilities

• Listen to and evaluate contact center interactions to ensure SOPs are followed.
• Review surveys and reviews to identify coaching opportunities.
• Participate in QA calibration sessions with QA team and managers.
• Create and maintain dashboards to monitor agent performance and call drivers.

Skills

Quality Assurance experience

Analytical skills

Attention to detail

Time management

Communication skills

Education

HS Diploma or GED

Tools

Talkdesk

Shelf

Google Suite

Excel

Lucid Charts

Job description

SmithRx is a rapidly growing Health-Tech company focused on transforming PBM with a data-driven drug acquisition platform. We seek a Quality Assurance Specialist to analyze agent performance and member experience, update knowledge bases, and support the call center floor.

The role emphasizes statistical analysis, monitoring omnichannel conversations, and driving continuous improvement through QA insights and education materials.