CallMiner Developer Speech Analyst
About The Position
Thank you for considering Progyny! The CallMiner Developer Speech Analyst is an integral part of the Progyny Operations/QA Team, your responsibilities include expert data/business analysis, peer coaching & training, Identifying, and defining objectives for projects, providing direction, platform expertise, best practices & process improvement identification. This role ensures our teams follow best practices by analyzing all data withing the CallMiner platform. You will also evaluate multi-channel data sets for actionable insights, presenting key findings to leadership, and providing ongoing thought leadership to stakeholders. The position requires a highly disciplined self-starter, who thrives on managing projects with conflicting priorities. A balance of technical and soft skills is essential. Interest in artificial intelligence, machine learning, data modeling, API extraction and SQL query is a plus.
Requirements
- 1-2 years of proven experience with the CallMiner platform, with a deep understanding of script writing and development.
- Bachelor's Degree in appropriate field of study or equivalent work experience preferred.
- Extremely detail-oriented, analytical, and inquisitive.
- Familiarity with Contact Center operations.
- Ability to work independently and with others.
- Strong understanding of business strategy, data visualization, and process improvement.
- Knowledge of basic syntax, Boolean search operators, and database query language.
- Familiar with iterative analysis and testing processes.
- Ability to adjust quickly and with minimal effort to an agile work environment and manage multiple projects and priorities.
- Aptitude for collaborating with users of many skill levels and personalities.
- Aptitude for working with users of many skill levels and personalities.
- Able to work well under pressure.
- Advanced user of Microsoft Excel to perform data analysis.
- Advanced Power Point to deliver professional reports to senior leadership.
- Please note: This is not a digital nomad or remote international position; candidates must be based in the United States.
- Progyny is unable to provide visa sponsorship for this position.
- Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
Nice To Haves
- Interest in artificial intelligence, machine learning, data modeling, API extraction and SQL query is a plus.
Responsibilities
- Configure database for CallMiner User Interface focusing heavily on query building & tuning to evaluate and improve patterns of language for driving business insights.
- Thorough quality control & peer review of content; mentor network of power users by teaching advanced search techniques, creative business solutions & real-world application.
- Automated scoring & topic identification analyzing recorded audio and email to uncover trends and opportunities.
- Deliver high quality Professional Services projects and reporting (primarily data analyses) aligned with scope, timelines & ROI expectations.
- Understanding of metadata and Key Performance Indicators; diligently capturing combinations of keywords & phrases within the system for optimal configuration of Search Based Categories.
- Manipulate data inside and outside of CallMiner Platform.
- Compile observation reports and deliver briefings, utilizing deep dive, root cause, SWOT, regression, and other analysis methodologies.
- Drive member value by delivering quantifiable results and recommending organizational change initiatives.
- Communicate any barriers impacting Progyny’s success to management.
- Deliver training to Agents, Supervisors and Super Users.
- Communicate effectively internally and externally.
Benefits
- Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
