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We are always looking for talented and qualified people to join our winning team. If you have experience in Quality, Contact Centers, Sales, IT or International Relations, please feel free to send us your resume today.
Job role: Speech Analytics Specialist Department: Speech Analytics Location: NY Research Center, or can work remotely Role reports to: Manager, Speech Analytics
The Speech Analytics Specialist provides support to the Speech Analytics team by offering insights through speech
analytics. In this role you will be responsible for making recommendations for process improvements based on the
analysis and findings through the speech analytics tool. You also will be responsible for the creation and maintenance of queries.
Develop, maintain and generate various types of reporting.
Investigate opportunities for improvement through Speech Analytics.
Run ad hoc searches and reports through Speech Analytics tool.
Conduct account research and call listening to support Speech Analytics projects.
Ensure all project analysis is completed in a timely manner and in accordance with the project requirements.
Provide call metadata from Speech Analytics tool for deep dive analysis.
Observe and report any Speech Analytics tool or call recording system metadata discrepancies as well as any
other system specific issues.
Comply with all BPA Quality and client policies and procedures.
Maintain the highest standards of client information confidentiality.
Query building and maintenance – to ensure queries maintain a 90% and above confidence rating.
Skills & Experience
Must have Nexidia query building certification and experience.
Requires advanced proficiency in Microsoft Office (Word, Excel, Power Point etc.).
Requires advanced proficiency in Nexidia 11.
Must be able to work a flexible schedule when necessary per project needs.
Able to operate in a challenging organizational environment with a requirement to balance differing priorities
Must be an effective written and oral communicator.
Knowledge of the telecommunications industry is a plus.
Knowledge and experience with other speech analytics tools is a plus.