Member Experience Quality Analyst

SmithRx; Lehi (UT); On-site; USD 54,400 - 64,000; Full time

Benefits offered by this job

Wellness benefits

401(k) plan

Disability insurance

Paid time off

Holidays off

Parental leave

EAP

Office kitchen

Training & development

Job summary

SmithRx is looking for a high-energy, self-motivated QA Specialist to help improve member experience by providing insights from agent performance data. The role focuses on reviewing interactions, coaching, and maintaining knowledge resources across the call center.

The candidate will build dashboards, track trends, and collaborate with Operations and Training to elevate education for agents, with a strong emphasis on customer satisfaction.

Qualifications

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

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.

Skills

Quality Assurance

Call center experience

Data analysis

Communication skills

Time management

Empathy

Education

HS Diploma or GED

Tools

Talkdesk

Shelf

Google Suite

Excel

Lucid Charts

Job description

SmithRx is looking for a high-energy, self-motivated QA Specialist to help improve member experience by providing insights from agent performance data. The role focuses on reviewing interactions, coaching, and maintaining knowledge resources across the call center.

The candidate will build dashboards, track trends, and collaborate with Operations and Training to elevate education for agents, with a strong emphasis on customer satisfaction.