Principal Quality and Speech Analytics AnalystHybrid 3 days

Simple Solutions•Dallas, TX

5d•Hybrid

About The Position

The Principal Quality and Speech Analytics Analyst provides quality control, project development, and risk identification using Post Call Analytic software for the Compliance and Legal division of NewRez. This role works closely with various departments to develop call monitoring modules and identify risks using the Post Call Analytic software. This is a 6-month contract-to-hire position with a hybrid work model requiring 3 days in the office.

Requirements

Bachelor’s degree in computer science, Computer Information Systems, or related field preferred.
5+ years of related experience in quality assurance, speech analytics, or call monitoring.
Experience with SQL is preferred
Experience in speech analytics/speech recognition required.
Experience with MS Office; MS Excel required.
Knowledge of Callminer (or other speech analytics software) required.
Ability to perform coding, programming, and operation of voice recordings within software and its interface (API) platform.
Strong verbal communication skills; strong writing and composition abilities.
Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
Strong influencing and negotiation skills; consultative and collaborative work style.
High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
Strong project management and time management capability.
Self-directed and comfortable working with ambiguity and uncertainty.
High degree of professional maturity, integrity, ability to maintain confidential data and information.
High degree of business acumen; strong technical aptitude.
Strong Microsoft Office skills

Nice To Haves

Knowledge of Tableau reporting.
Assists junior teammates with the coding, programming, and operation of the software interface (API) platform.

Responsibilities

Develops searches designed for automated analysis and topic identification in recorded conversations.
Collaborate with functional business units to provide feedback and recommendations to solve business needs, including researching and reviewing accounts, items, or processes selected for audit.
Facilitate discussions with management to ensure that directives and process changes are communicated.
Provides call monitoring data for creating and conducting companywide training on new change directives.
Maintains detailed categorical records to ensure efficient system operations and data integrity.
Assists with generation of reports and workflow audits.
Performs root cause analysis for any failing categories.
Acts as a resource for external departments and aids with completing monthly audits.
Assists with tracking, organization, and responses to audits.
Works with analysts to assist with the enhancements and Tableau reporting.
Provides guidance and mentoring to less experienced peers.
Ability to effectively and accurately convey information to others.
Performs related duties as assigned by management.