Member Support Quality Analyst

Who We Are:

SmithRx 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 SmithRx 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 forwardalways.
• Together:The success of SmithRx 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.

Job Summary:

SmithRx 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 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 individuals point of view.

What SmithRx Offers You:

• Highly competitive wellness benefits including Medical Pharmacy Dental Vision and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Compensation & Benefits

• Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location job level job-related knowledge skills and experience.
• Total Rewards: In addition to base pay this role may be eligible for bonuses commissions or equity. SmithRx offers a variety of benefits to help you live well including: time off programs medical dental vision mental health support paid parental leave life and disability insurance and 401(k).

Individual offers are tailored to your geography experience skills and education. Your recruiter can share more specific details during the hiring the meantime feel free to explore our comprehensive benefits here.