Member Quality Analyst

Member Support Quality Analyst

Lehi, UT;
Plano, TX

Smith Rx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, Smith Rx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of Smith Rx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Smith Rx is looking for a high-energy, self-motivated, results-driven Quality Assurance Specialist. This position plays a significant role in the Member Experience by providing insights and data related to agent performance and the member experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a call center environment, update Shelf (knowledge base) articles, recommend continuing education, and support the call center production floor as needed.

What you will do:

• 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.

What you will bring to this role:

• 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 Smith Rx 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.

What…