Call Center Speech Analyst - REMOTE!

GD Information Technology•Las Cruces, NM

3d•Remote

About The Position

Own your opportunity to turn data into measurable outcomes for our customers’ most complex challenges. As a Data Analyst Associate at GDIT, you’ll power innovation to drive mission impact and grow your expertise to power your career forward. The work you’ll do at GDIT will be impactful to the mission of Speech Analytics. You will play a crucial role in transforming customer interactions into actionable insights that improve service quality, strengthen compliance, identify operational efficiencies, and enhance customer experiences.

Requirements

Bachelor’s degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertise.
Minimum 1-year experience in business analytics, speech analytics, or data reporting.
Minimum 1- year experience in the healthcare industry, with familiarity with Medicare-related data collection and recovery activities.
Prior experience working in a call center or customer service environment.
Proficiency in Microsoft Office suite or Google Workspace applications is mandatory to independently manipulate data, translate business requirements, present findings, and develop analytical solutions.
Proven ability to quickly learn and effectively use new software tools, strong analytical, critical thinking, and problem-solving capabilities.

Responsibilities

Work 8:00am - 4:30pm EST, analyzing customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunities.
Maintain categories, keyword libraries, and search queries to ensure accurate detection, classification, and measurement of all customer interaction data to validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendations.
Translate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches to develop comprehensive analytical narratives, incident summaries, and business cases, while maintaining a high degree of accuracy, consistency, and attention to detail.
Utilize advanced analytical techniques, excel functions, pivot tables, formulas, power-point presentations, and reporting methodologies to transform large datasets into meaningful dashboards, visual aids, and executive-level reporting.
Partner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time to identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attention.
Validate analytical outputs through peer reviews, data verification, and departmental best practices to ensure reporting accuracy, consistency, and adherence to established standards when presenting findings, observations, and recommendations to leadership and operational teams.