Sr Quality/ Call/ Speech Analyst
Agama Solutions•San Jose, CA
About The Position
This role is for a Sr. Quality/Call/Speech Analyst with a strong emphasis on using Call Miner for speech analytics and quality assurance. The analyst will be responsible for developing searches, identifying topics and risks in recorded calls, and creating reports and dashboards. The position requires a deep understanding of quality assurance principles, speech analytics, and data analysis using tools like Tableau and SQL.
Requirements
- Mandatory strong hands-on experience with Call Miner.
- 5+ years of experience in Quality Assurance, Speech Analytics, or Call Monitoring.
- Strong experience with Speech Analytics / Speech Recognition.
- Experience developing Call Miner searches and identifying topics/risks in recorded calls.
- Experience with Tableau reporting and dashboards.
- Knowledge of SQL and MS Excel.
- Experience with call monitoring, audits, root-cause analysis, and quality/compliance analytics.
- Strong analytical, communication, and problem-solving skills.
Responsibilities
- Develop Call Miner searches to identify topics and risks in recorded calls.
- Perform quality assurance and call monitoring.
- Conduct root-cause analysis and quality/compliance analytics.
- Create Tableau reporting and dashboards.
- Analyze data using SQL and MS Excel.
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
