Principal Quality and Speech Analytics AnalystHybrid 3 days
About The Position
The Principal Quality and Speech Analytics Analyst provides quality control, project development, and risk identification for NewRez’s Compliance and Legal division using post-call analytics software. The role works with multiple departments to develop call-monitoring modules and identify risks from recorded conversations. It also supports audits, reporting, training, workflow improvements, and the development of Tableau reporting and dashboards. The analyst collaborates with business units and management to address business needs, communicate process changes, and provide recommendations. The position also serves as a resource to external departments and less experienced colleagues, including providing guidance on software coding, programming, and API operations.
Requirements
- At least 5 years of related experience in quality assurance, speech analytics, or call monitoring.
- Experience in speech analytics or speech recognition.
- Knowledge of CallMiner or other speech analytics software.
- Experience with Microsoft Office; Microsoft Excel is required.
- Knowledge of Tableau reporting.
- Ability to perform coding, programming, and operation of voice recordings within software and its API platform.
- Detail-oriented, with strong organizational skills and the ability to manage multiple tasks.
- Ability to work independently in a fast-paced environment and meet quick deadlines.
- Strong verbal communication, writing, and composition skills.
- Strong interpersonal skills and ability to develop and maintain professional relationships across the organization and with customers.
- Influencing and negotiation skills, with a consultative and collaborative work style.
- Learning agility and ability to learn and integrate business variables, systems, and platforms.
- Strong analytical, problem-solving, and decision-making abilities, with sound judgment.
- Ability to manage multiple priorities under tight deadlines in a fast-paced, dynamic environment.
- Strong project-management and time-management capabilities.
- Self-directed and comfortable working with ambiguity and uncertainty.
- Professional maturity, integrity, and ability to maintain confidential data and information.
- Strong business acumen and technical aptitude.
- Strong Microsoft Office skills.
Nice To Haves
- Bachelor’s degree in computer science, Computer Information Systems, or a related field.
- Experience with SQL.
Responsibilities
- Develop searches for automated analysis and topic identification in recorded conversations.
- Collaborate with business units to provide feedback and recommendations, including researching and reviewing accounts, items, or processes selected for audit.
- Facilitate discussions with management to communicate directives and process changes.
- Provide call-monitoring data for companywide training on new change directives.
- Maintain detailed categorical records to support efficient system operations and data integrity.
- Assist with report generation and workflow audits.
- Perform root cause analysis for failing categories.
- Support external departments and help complete monthly audits.
- Assist with tracking, organizing, and responding to audits.
- Work with analysts on enhancements and Tableau reporting.
- Provide guidance and mentoring to less experienced peers.
- Convey information effectively and accurately to others.
- Perform related duties as assigned by management.
- Serve as liaison to IT Data Analytics to help ensure software coding and administration produce timely, accurate Tableau reports and dashboards.
- Assist junior teammates with coding, programming, and operation of the software interface (API) platform.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Principal
Education Level
No Education Listed
