Principal Quality & Speech Analytics Analyst – CallMiner

JOB TITLE: Principal Quality & Speech Analytics Analyst – CallMiner

Job Summary

We are seeking an experienced Principal Quality & Speech Analytics Analyst with strong hands-on expertise in CallMiner or comparable speech analytics platforms.

The role will focus on developing and optimizing post-call analytics, automated conversation searches, call-monitoring modules, quality controls, and risk-identification capabilities. The ideal candidate will have experience working with speech analytics, voice recordings, APIs, Tableau reporting, quality/audit processes, and root-cause analysis.

Strong hands-on CallMiner experience is the primary requirement for this position.

Key Responsibilities

• Develop and maintain CallMiner searches and queries for automated analysis and topic identification across recorded customer conversations.
• Design and enhance call-monitoring modules to identify quality, compliance, and business risks.
• Analyze recorded conversations using speech analytics and speech-recognition technologies.
• Partner with business teams to understand requirements and translate them into effective speech-analytics searches and monitoring logic.
• Research and review accounts, conversations, processes, and data selected for audit.
• Perform root-cause analysis for failing categories and identified risks.
• Maintain detailed categories and configurations to ensure system accuracy and data integrity.
• Generate reports and support workflow and quality audits.
• Support monthly audits and assist with tracking, organization, and audit responses.
• Work with analysts on enhancements and Tableau reports and dashboards.
• Partner with IT/Data Analytics teams to ensure accurate and timely reporting.
• Support coding, programming, and operation of voice-recording software and API integrations.
• Facilitate discussions with business and management teams regarding findings and process changes.
• Provide call-monitoring data to support training and process-improvement initiatives.
• Mentor junior analysts on speech analytics, software configuration, APIs, and reporting.
• Manage multiple analytics and quality initiatives within defined deadlines.

Good to Have

• SQL experience.
• Tableau reporting and dashboard experience.
• Experience with Compliance, Legal, Risk, or Quality organizations.
• Experience with API integrations involving voice-recording or speech-analytics platforms.
• Bachelor's degree in Computer Science, Information Systems, or a related discipline.

Must-Have Skills

• CallMiner – Strong Hands-On Experience
• Speech Analytics / Speech Recognition
• Post-Call Analytics
• Call Monitoring / Quality Analytics
• CallMiner Search Development
• Voice Recording Analytics
• Quality Control / Quality Assurance
• Risk Identification & Analysis
• Root Cause Analysis
• Tableau
• API / Software Integration
• Audit Support
• Microsoft Excel