Speech Analyst (Remote)

As a Speech Analyst at Enova, you will be responsible for building and testing speech categories in CallMiner for QA scoring and ad hoc requests. Your role will involve identifying trends in the contact center using CallMiner and making suggestions for new categories based on those findings. Reporting to the Department Manager, you will also utilize Speech Analytics tools to monitor and inform leadership about internal processes and trends that impact customers or business performance. This position requires 2 or more years of speech analytics experience and proficiency in CallMiner or similar software.

• Build and test speech categories, logic, and scoring methodologies for defined initiatives with a high degree of accuracy
• Identify and report on performance trends and areas of business risk
• Utilize Speech Analytics business intelligence tools to monitor, summarize, and inform leadership about internal processes and trends that impact customers or business performance/risk
• Deploy basic order of operations and logical statements to learn and apply CallMiner syntax
• Share performance insights with contact center leadership and collaborate on strategic initiatives

• 2 or more years of speech analytics experience
• Experience with CallMiner or a similar software
• Exceptional time-management skills with the ability to handle multiple priorities
• Ability to effectively problem solve with little to no supervision
• Effective verbal and written communication skills

• Flexible work schedule (In-office T/W/Th and remote M/F for hybrid-eligible roles)
• Health, dental, and vision insurance including mental health benefits
• 401(k) matching plus a ROTH option (U.S. Based employees only)
• PTO & paid holidays off
• Sabbatical program (for eligible roles)
• Summer hours (for eligible roles)
• Paid parental leave
• DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
• Employee recognition and rewards program
• Charitable matching and a paid volunteer day
• Plus so much more!