Speech Analytics Analyst

Responsibilities

• Determine which call events, keywords, and phrases to train the speech analytics software to recognize as structured data supporting analytics and business goals.
• Identify language patterns and conversational content that create business value.
• Review, calibrate, and validate data quality against analysis requirements.
• Create data-analysis stories and communicate findings to clients.
• Create, edit, and manage custom dashboard reports.
• Manage and maintain solution libraries for use across customers and industries.
• Brainstorm value-added features and applications for the available technology.

Requirements

• Previous experience in a call or contact center, or a strong grasp of conversational English.
• Strong analytical skills, pattern identification, and hypothesis-driven problem-solving ability.
• Innovative mindset and aptitude for learning new technologies and software.
• Ability to adapt to changing priorities in an emerging business.
• Self-starter who can work independently and collaboratively.
• Exceptional written and oral communication skills across business areas.
• Excellent listening and communication skills and a positive attitude for frequent customer interaction.
• Ability to work effectively with product development, engineers, and business teams.
• Bachelor's degree in Business, Marketing, Communications, Statistics, or another quantitative-oriented field, or equivalent experience.

Nice-to-haves

• Knowledge of contact center business practices.
• Quality assurance or agent training experience.
• Experience in a startup environment.

Compensation and Benefits

• Expected base salary: $45,000-$55,000; actual salary is commensurate with experience, skills, and location.
• Employer-paid health insurance for employees and eligible dependents.
• Profit Interest Units/incentive compensation.
• Unlimited vacation policy.
• 401(k) with company match.
• Short-term disability insurance.
• Group life and AD&D insurance.
• Supportive, diverse, respectful workplace.
• Fun and collaborative team culture.