Speech Analytics Analyst

Remote
Full Time
Experienced

Summary 
The Speech Analytics Analyst position partners with customers to uncover critical business drivers and needs. This position is responsible for doing and/or teaching customers to do the following: leveraging and configuring the speech analytics platform to drive actionable solutions for customer care, sales, quality, compliance, operations, and marketing and provides voice of the customer insight.   

The Speech Analytics Analyst plays a critical role in the continuous improvement of the customer engagement model and shares a commitment to delivering products and services that make our customers thrive.

Essential Functions

  • Using a curious and intuitive approach, determine what call events (keywords and phrases) to train the software to recognize as structured data to support analytics and business goals 

  • Analytical and knowledgeable, recognize pertinent language patterns and conversational content that lead to business value 

  • Review, calibrate, and validate the quality of data to verify analysis requirements 

  • Create stories from data analysis and communicate them to clients 

  • Create, edit, and manage custom dashboard reports 

  • Manage and maintain solution libraries that can be used across customers and industries 

  • Brainstorm value-added features and applications to use the available technology further 
     



 

Required education and experience 

  • Previous experience with Speech analytics or a firm grasp of conversational English and how people communicate 

  • Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving 

  • Innovative mindset, aptitude for learning new technologies/software, and dexterity to adjust to changing priorities within an emerging business 

  • Self-starter who can act independently and work collaboratively 

  • Exceptional written and oral communication skills, including an ability to communicate across business areas 

  • Excellent listening & communication skills and a positive attitude are required for frequent interaction with customers 

  • Ability to work effectively with product development, engineers, and business team 

  • Bachelor's degree in Business, Marketing, Communications, Statistics, or other quantitative-oriented fields or equivalent experience 

Preferred education and experience 

  • Knowledge of Contact Center business practices 

  • Quality Assurance / Agent Training experience  

  • Fluency in Spanish  

  • Experience at a VC-backed startup  

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