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Speech Analytics / QA Analyst

4 people in a boardroom

Provides analytical support and actionable business insights relative to consumer experience throughout the D2C organization.  Acts as an individual contributor, working independently and in collaboration with other team members and partners to perform call listening and root cause analysis to uncover actionable insights related to agent performance, processes and technology, in order to improve the effectiveness and accuracy of customer service agents, and enhance the consumer experience. Generates reports and builds dashboards for various key leaders and stakeholder groups.  Perform Quality Assurance evaluations for phone interactions and images.


 

What you’ll do 

  •  Perform the intake process for new requests from key stakeholders 

  • Create relevant topics and categories in the speech analytics tool

  • Conduct call listening analysis to help drive process improvement within contact center operations. 

  • Perform and refine relevant queries and report findings

  • Develop ad-hoc and advanced analytical insights and reports to drive business value

  • Extract, interpret, analyze, validate, and integrate data (internal and external)

  • Drive analytics and insights and establish appropriate metrics to improve visibility and effectiveness 

  • Collaborate with Training and QA partners to modify and reinforce agent behaviors

  • Participate in large scale process/project activities as the SME to include Consumer Journey Mapping, process alignment initiatives, etc. 

  • Make recommendations for agent performance, process and technology improvements 

  • Proactively research trending and analysis and advise key leaders and stakeholders of findings 

  • Respond promptly to legal/compliance and audit requests. 

  • Partner with QA leader and team to ensure evaluations for phone interactions and images are performed by the predetermined deadlines

What experience you need  

  • Two or more years of analytics experience

  • Analytical and creative problem solving and decision making skills 

  • Ability to identify actionable insights and form recommendations from complex analytics and large datasets

  • Excellent verbal and written communication skills

  • Ability to work independently and in collaboration with team members

  • Demonstrated proficiency in basic computer applications, such as Microsoft Office, Google Suite software products

  • Experience with Speech Analytics Tools e.g. Genesys or NICE experience

  • Prior experience performing Quality Assurance evaluations for phone interactions


What could set you apart

  • Bachelor’s degree in Statistical and/or Data Analysis

  • Microsoft PowerBI or Google Data Studio experience

  • Excellent presentation skills using PowerPoint or Google Slides

  • Prior experience performing Quality Assurance evaluations for images


 

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers.

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