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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.

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