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Smithrx - Plano, TX
posted 3 months ago
Full-time - Mid Level
Plano, TX
Professional, Scientific, and Technical Services
About the position
SmithRx is seeking a Quality Assurance Specialist to enhance the Member Experience by analyzing agent performance and member interactions. This role is crucial in ensuring compliance with policies and procedures while providing insights for continuous improvement in customer service. The ideal candidate will be detail-oriented, passionate about analysis, and possess strong customer service skills.
Responsibilities
- Listen to and review call center agent conversations to evaluate performance and ensure compliance with policies and procedures.
- Track acute and systemic trends at both the agent and team level.
- Conduct routine audits and report trends and improvement opportunities to stakeholders.
- Partner with the Call Center Operations and Training team to recommend continuing education for agents.
- Create, manage, and maintain dashboards and trackers to provide visibility of agent performance and call drivers.
- Assist with creating and editing Confluence articles to ensure educational materials are current and appropriate.
- Support the call center team as needed.
Requirements
- High School Diploma or GED or equivalent experience.
- 4+ years experience as a Quality Assurance Specialist in a call center environment.
- Experience in TalkDesk or other Quality Management Software, Confluence, Google Suite (Drive, Sheets, Presentations, Lucid Charts) strongly preferred.
- Demonstrated proficiency in Excel and Google Sheets.
- Strong attention to detail and effective time management skills.
- Strong analytical skills with the ability to work with data and develop insights.
- Excellent communication, interpersonal, and presentation skills.
Nice-to-haves
- Experience in a health-tech or pharmacy benefit management environment.
- Familiarity with statistical analysis techniques.
Benefits
- Commuter assistance
- Paid parental leave
- AD&D insurance
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Paid time off
- Employee assistance program
- Vision insurance
- Life insurance
