Principal Quality & Speech Analytics Analyst

Newrez•Coppell, TX

3d•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.
Regular and punctual attendance adhering to schedule established by leadership.
Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

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
Newrez NOW: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.
1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities
More than $6,000,000 donated since 2020
1 in 5 employees participates in at least one Employee Resource Group (ERG)