Speech Analytics Analyst

POSITION SUMMARY

The Principal Quality and Speech Analytics Analyst provides quality control, project development, and risk identification using Post Call Analytic software for the Compliance and Legal division of NewRez. This role works closely with various departments to develop call monitoring modules and identify risks using the Post Call Analytic software.

Callminer experience in Mandatory

DESCRIPTION:

Essential Functions, Duties, and Responsibilities

• Develops searches designed for automated analysis and topic identification in recorded conversations.
• Collaborate with functional business units to provide feedback and recommendations to solve business needs, including researching and reviewing accounts, items, or processes selected for audit.
• Facilitate discussions with management to ensure that directives and process changes are communicated.
• Provides call monitoring data for creating and conducting companywide training on new change directives.
• Maintains detailed categorical records to ensure efficient system operations and data integrity.
• Assists with generation of reports and workflow audits.
• Performs root cause analysis for any failing categories.
• Acts as a resource for external departments and aids with completing monthly audits.
• Assists with tracking, organization, and responses to audits.
• Works with analysts to assist with the enhancements and Tableau reporting.
• Provides guidance and mentoring to less experienced peers.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in computer science, Computer Information Systems, or related field preferred.
• 5+ years of related experience in quality assurance, speech analytics, or call monitoring.
• Experience with SQL is preferred
• Experience in speech analytics/speech recognition required.
• Experience with MS Office; MS Excel required.

Skills, Abilities, and Knowledge

• Detail-oriented with excellent organizational skills and the ability to manage multiple tasks.
• Ability to work independently in a fast-paced environment and meet quick deadlines.
• Knowledge of Callminer (or other speech analytics software) required.
• Knowledge of Tableau reporting.
• Ability to perform coding, programming, and operation of voice recordings within software and its interface (API) platform.
• Serves as liaison to IT Data Analytics to ensure software coding and administration results in timely, accurate Tableau reports and dashboards.
• Assists junior teammates with the coding, programming, and operation of the software interface (API) platform.
• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Strong project management and time management capability.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Strong Microsoft Office skills