Principal Quality and Speech Analytics Analyst

RESPONSIBILITIES:
Kforce has a client in need of Principal Quality and Speech Analytics Analyst in Coppell, TX.

Responsibilities:
* Develop and maintain analytics, monitoring, and reporting solutions to identify trends, risks, and process improvement opportunities
* Analyze recorded interactions and operational data to evaluate quality, compliance, and performance
* Partner with business stakeholders to support audits, reviews, and quality assurance initiatives
* Research, investigate, and perform root cause analysis for identified issues and trends
* Generate reports, dashboards, and actionable insights for operational and leadership teams
* Support audit activities, documentation management, and response tracking
* Collaborate with technical teams to enhance reporting capabilities and analytics solutions
* Maintain data accuracy, system integrity, and operational documentation
* Communicate findings, recommendations, and process updates to stakeholders
* Provide guidance, training, and support to team members as needed

REQUIREMENTS:
* Bachelor's degree in a related field or equivalent experience
* 5+ years of experience in quality assurance, speech analytics, call monitoring, business analytics, or a related discipline
* Experience with speech analytics, interaction analytics, or call monitoring platforms
* Strong analytical, problem-solving, and data interpretation skills
* Experience with reporting and dashboard tools
* Working knowledge of SQL or other data query languages
* Experience with Microsoft Excel and other Microsoft Office applications
* Ability to manage multiple priorities in a fast-paced environment
* Strong verbal and written communication skills
* Experience collaborating with cross-functional business and technical teams
* Strong organizational, project management, and time management skills
* Ability to work independently while maintaining attention to detail and data confidentiality

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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