Member Experience Quality Analyst

SmithRx; Utah; On-site; USD 54,400 - 64,000; Full time

Benefits offered by this job

Medical & Pharmacy

Dental & Vision

Life Insurance

AD&D Insurance

401(k) Plan

Paid Time Off

Paid Holidays

Parental Leave

Employee Assistance Program

Professional development

Job summary

SmithRx is seeking a high-energy Quality Assurance Specialist to support member experience by analyzing agent performance, monitoring omnichannel conversations, and updating knowledge base content.

The ideal candidate has 4+ years in QA for call centers, experience with Talkdesk, Shelf, Google Suite, and strong Excel skills, plus excellent communication and empathy. This role collaborates with Operations and Training to drive education and process improvements.

Qualifications

• 4+ years experience as a QA Specialist in a call center environment.
• Experience with Talkdesk or other Quality Management Software, Shelf, Google Suite.
• Proficiency in Excel and Google Sheets.
• Strong attention to detail and time management.
• Excellent communication and empathetic, consultative approach.

Responsibilities

• Listen to and review contact center interactions to evaluate performance.
• Investigate low scoring surveys to identify coaching opportunities.
• Participate in QA calibration sessions with teams and managers.
• Track trends at agent and team levels.
• Conduct audits and report improvement opportunities.
• Collaborate with Operations and Training to drive continued education.
• Create dashboards to visualize agent performance and call drivers.
• Update knowledge base articles for agents.
• Complete case investigations and root-cause analyses.
• Support the call center team as needed.

Skills

Quality Assurance

Call center analytics

Data analysis

Excel

Google Sheets

Communication

Empathy

Education

HS Diploma or GED

Tools

Talkdesk

Shelf

Google Drive & Sheets

Lucid Charts

Excel

Job description

SmithRx is seeking a high-energy Quality Assurance Specialist to support member experience by analyzing agent performance, monitoring omnichannel conversations, and updating knowledge base content.

The ideal candidate has 4+ years in QA for call centers, experience with Talkdesk, Shelf, Google Suite, and strong Excel skills, plus excellent communication and empathy. This role collaborates with Operations and Training to drive education and process improvements.