Member Support Quality Analyst

SmithRx•Plano, UT

31d•Onsite

About The Position

SmithRx is seeking a high-energy, self-motivated, results-driven Quality Assurance Specialist to join our team. This role is crucial in enhancing the Member Experience by providing valuable insights and data related to agent performance and overall member satisfaction. The ideal candidate possesses extensive customer service knowledge, a keen eye for detail, and a passion for analysis. Responsibilities include statistical analysis, monitoring omnichannel conversations, updating knowledge base articles, recommending continuing education, and providing support to the call center production floor.

Requirements

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.
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.

Nice To Haves

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

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.