Job Description
Speech Analytics Analyst
Remote, United States
Datavant is a rapidly growing healthcare technology company with a mission to connect the world’s health data. By eliminating data silos in the healthcare industry, we aim to unlock opportunities to accelerate medical research, and help organizations design better ways to facilitate access, affordability, and quality of care leading to better patient outcomes.
By joining Datavant today, you’re stepping onto a highly collaborative, fully remote team that is passionate about creating transformative change in healthcare. We look for people who are smart, nice and get things done. We invest in our people and believe in hiring for high-potential and humble individuals who can rapidly grow their responsibilities as the company scales. Datavant is a distributed, remote-first team (no office locations) and we empower
We are looking for a Speech Analytics Analyst (SAA) that will serve as the primary point person to analyze call center interactions between call center agents and providers to identify actionable insights that drive deeper insights into KPI performance and provider experience. The SAA will be responsible for analyzing and partnering with operational leaders to develop improvements in business processes, facilitate the creation of appropriate reporting, and manage the speech analytics technology solution.
You Will:
- Support the Operations team by utilizing speech analytics technology to deliver predictive and prescriptive insights that drive quantifiable improvements to provider experiences, a deeper insight of KPI performance and trends, and improved business performance that supports the strategy and direction of the Payer Operations teams.
- Own requirements gathering, definition, documentation, identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.
- Define and develop speech/text queries in speech analytics tool to support analysis plan designed to accelerate optimal results
- Responsible for creation of specific data categories within interaction analytics software, as well as oversight for current category performance to ensure optimal results
- Analyze massive amounts of call data to identify solutions to improve and enhance Contact Center performance.
- Make recommendations and define data strategies that help to solve critical business problems and support operational strategies.
- Manage the technology that identifies real-time agent and provider behavioral insights to improve call handling strategies and enhance agent skills.
- Create reporting to proactively identify potential negative consumer impacts and work with Operational Leaders to drive change.
- Leverage reporting results to identify real time issues requiring business attention.
- Own on-time delivery and accuracy of reports/visualizations that are in tight alignment with specified analytical objectives utilizing best practices for reporting and speech analytics methodologies.
- Create Executive-level presentations to ensure understanding of our current customer experience and highlight opportunities.
- Test and implement new functionality, as needed.
What You Will Bring to the Table:
- Bachelor’s degree (or equivalent experience) in Business/Health Information Management, analytical or quantitative related field.
- 3+ years’ experience in data mining, analysis, and modeling preferably in a call center environment.
- 3+ years of Analyst experience
- Prior Speech Analytics expertise, related to customer feedback channels and reporting, preferred
- Demonstrate strong competency and comfort working with and analyzing large sets of data.
- Proficient with Microsoft Windows applications, specifically Excel macro and pivot tables.
We are committed to building a diverse team of Datavanters who are smart, nice, and get things done where every Datavanter is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.
Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of benchmarks (competitive San Francisco rates for US-based roles) and industry best practices.
We’re building a high-growth, high-autonomy culture. We rely less on job titles and more on cultivating an environment where anyone can contribute, the best ideas win, and personal growth is driven by expanding impact and less by title. This means we default to simple job titles (e.g., Software Engineer) rather than complex ones (e.g., Senior Software Engineer). The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job. The estimated salary range for this role is $100,000 – $140,000.