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Call Center Quality Analyst Jobs in Utah (NOW HIRING)

SmithRx

Member Support Quality Analyst

Lehi, UT · On-site

$54K - $64K/yr

Partner with the Call Center Operations and Training teams to recommend continued education for ... Complete case investigations and root cause analysis projects to address escalations and make ...

SmithRx

Member Support Quality Analyst

Lehi, UT

$54K - $64K/yr

Partner with the Call Center Operations and Training teams to recommend continued education for ... Complete case investigations and root cause analysis projects to address escalations and make ...

Buyerlink

Call Operations Analyst

American Fork, UT · On-site

One day you may be analyzing call center performance metrics to identify trends and opportunities; the next you could be reviewing call scripts, conducting quality audits, or partnering with multiple ...

Buyerlink

Call Operations Analyst

American Fork, UT · On-site

One day you may be analyzing call center performance metrics to identify trends and opportunities; the next you could be reviewing call scripts, conducting quality audits, or partnering with multiple ...

ACD Direct

Quality Assurance Specialist

Farmington, UT · Remote

$19/hr

Quality Assurance Specialist - Remote What do we do? ACD Direct, Inc. is an innovative, virtual ... Our company has grown from providing routine call center services to providing high-level, full ...

Andersen

Call Center Team Lead

Salt Lake City, UT · On-site

$20 - $22/hr

Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship ... entering, collecting, and analyzing call center data. -Assist in training and onboarding ...

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Call Center Quality Analyst information

See Utah salary details

$27.3K

$58.9K

$90.1K

How much do call center quality analyst jobs pay per year?

As of Aug 28, 2026, the average yearly pay for call center quality analyst in Utah is $58,854.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $75,600.00 per year, depending on experience, location, and employer.

What is a call center quality analyst?

A Call Center Quality Analyst is responsible for monitoring and evaluating customer interactions to ensure service quality, compliance, and efficiency. They assess calls, chats, or emails based on predefined criteria, provide feedback to agents, and recommend improvements. Their role helps enhance customer experience, optimize performance, and maintain company standards.

What are the key skills and qualifications needed to thrive as a call center quality analyst?

A Call Center Quality Analyst needs strong analytical skills, a keen attention to detail, and an understanding of call center operations, often supported by a bachelor's degree or relevant experience. Familiarity with quality monitoring software, CRM systems, and sometimes certifications such as COPC or Six Sigma are advantageous. Exceptional communication, active listening, and problem-solving abilities help an analyst provide valuable feedback and foster continuous improvement. Together, these skills ensure accurate evaluation of customer interactions and support the delivery of exceptional service standards within the call center.

What are some typical challenges faced by call center quality analysts, and how can they be addressed?

Call Center Quality Analysts often encounter challenges such as balancing consistency and fairness in evaluations, managing high volumes of call reviews, and staying current with evolving policies and customer expectations. To address these challenges, analysts rely on robust quality monitoring tools, clear evaluation criteria, and regular calibration sessions with team leaders and agents. Open communication and ongoing training also help ensure that feedback is constructive and aligned with company goals. Embracing a proactive approach to continuous process improvement enables analysts to enhance both agent performance and customer satisfaction.

What are the most commonly searched types of Call Center Quality Analyst jobs in Utah?

The most popular types of Call Center Quality Analyst jobs in Utah are:

What are popular job titles related to Call Center Quality Analyst jobs in Utah?

For Call Center Quality Analyst jobs in Utah, the most frequently searched job titles are:

What job categories do people searching Call Center Quality Analyst jobs in Utah look for?

The top searched job categories for Call Center Quality Analyst jobs in Utah are:

Call Center Quality Analyst jobs near you
Infographic showing various Call Center Quality Analyst job openings in Utah as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $58,854 per year, or $28.3 per hour.

Member Support Quality Analyst

SmithRx

Lehi, UT • On-site

$54K - $64K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 6 days ago

Job description

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 forward-always.
  • 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 individual's 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

Plano, TX Pay Range
$54,400-$64,000 USD
Lehi, UT Pay Range
$54,400-$64,000 USD
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 process. In the meantime, feel free to explore our comprehensive benefits here.

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