Member Support Quality Analyst
$54,400–$64,000 year
On-siteLehi, Utah, United States
Job Summary
Listen to and review contact center interactions to evaluate performance, ensuring policies and standard operating procedures are followed. Investigate low-scoring surveys to identify coaching opportunities, track acute and systemic trends at agent and team levels, and conduct routine audits to report improvement recommendations to stakeholders. Participate in QA calibration sessions, create and maintain dashboards for agent performance visibility, and partner with Operations and Training teams to recommend continuing education. Complete case investigations and root cause analysis projects to address escalations. Update Shelf knowledge base articles and support the call center production floor as needed.
Required 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
- 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
Desired Qualifications
- Experience in Talkdesk (or other Quality Management Software)
- Experience with Shelf
- Experience with Google Suite (Drive, Sheets, Presentations, Lucid Charts)
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