Job Description
Title: Speech Analyst (Remote)
Location: Chicago, IL
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.
About the role:
As a Speech Analyst, you will be responsible for building and testing the speech categories in CallMiner used for both QA scoring and ad hoc requests. You will also use CallMiner to find and identify trends in the contact center and make suggestions for new categories based on those findings. This role will report to the Department Manager.
Responsibilities:
- Build and test speech categories, logic, and scoring methodologies for defined initiatives and ensure a high degree of accuracy
- Identify and report on performance trends and/or areas of business risk
- Utilize Speech Analytics business intelligence tools to monitor, summarize and inform leadership about internal processes and trends that impact our customers or business performance/risk
- Deploy basic order of operations and logical statements in order to learn and apply CallMiner syntax
- Share performance insights with contact center leadership and collaborate with them on current/future strategic initiatives
Requirements:
- 2 or more years of speech analytics experience
- Experience with CallMiner or a similar software
- Exceptional time-management skills with the ability to handle multiple priorities
- Ability to effectively problem solve with little to no supervision
- Effective verbal and written communication skills