Principal Quality & Speech Analytics Analyst
Newrez LLC•Coppell, TX
•Onsite
About The Position
The Principal Quality & Speech Analytics Analyst provides quality control, project development and risk identification using CallMiner software for the compliance and legal division of Newrez. The Principal Quality & Speech Analytics Analyst will work closely with various departments to develop call monitoring modules and identify risks using the CallMiner software.
Requirements
- Bachelor’s Degree in computer science or computer information systems preferred.
- 7+ years of related experience.
- Experience in speech analytics/speech recognition required.
- Detail-oriented, excellent organizational skills and ability to manage multiple tasks.
- Strong written and verbal communication skills, including the ability to present and discuss complex concepts with management.
- Ability to work independently and in a fast-paced environment and meet quick deadlines.
- Experience with MS Office; MS Excel is required.
- Perform coding, programming, and operation of voice recordings to CallMiner, and the interface (API) platform.
- Serve as the liaison between IT Data Analytics to ensure results from coding and administering of CallMiner Speech Analytics result in timely and accurate Tableau reports and dashboards.
- Assist subordinate (junior) teammates with the coding, programming, and operation of the CallMiner interface (API) platform.
Nice To Haves
- Knowledge of CallMiner (or other speech analytical software) preferred.
- Knowledge of Tableau reporting
Responsibilities
- Develops searches designed for automated analysis and topic identification in recorded conversations.
- Collaborates with the functional business units to provide feedback and recommendations to solve business needs, including researching and review accounts, items, or processes selected for audit.
- Facilitates discussions with management to ensure that CallMiner directives and process changes are communicated.
- Provides call monitoring data to creating and conducting companywide training for new change directives.
- Maintains detailed CallMiner categorical records to ensure efficient system operations and data integrity.
- Assists with generation of CallMiner reports and workflow audits.
- Performs root cause analysis for any failing CallMiner categories.
- Acts as resource for external departments and aids with completing monthly audits.
- Assists with the tracking, organization, and responses to CallMiner audits.
- Work with analysts to assist with the enhancement of CallMiner and Tableau reporting.
- Provided guidance and mentoring to less experienced peers.
- Ability to effectively and accurately convey information to others.
- Performs related duties as assigned by management.
Benefits
- Medical, dental, and vision insurance
- Health Savings Account with employer contribution
- 401(k) Retirement plan with employer match
- Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
- Adoption Assistance
- Tuition & Certification reimbursement
- Employee Mortgage Loan Program
- The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
- 1 company-paid Volunteer Time Off day
- Matching Gifts Program - dollar-for-dollar up to $1,000
- Access to grants, nonprofit resources, and volunteer opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Principal
