Speech Analytics Administrator

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Provide administrative support for the Cresta platform, which includes user setup, access management, and basic system configurations.

• Develop and maintain speech analytics elements such as: Blocks (Standard and GenAI), Rules and Categories, Scorecards and evaluation frameworks, Searches, and dashboards.

• Aid in monitoring data quality and system performance by validating outputs and identifying inconsistencies.

• Serve as a point of contact for platform support, assisting in troubleshooting issues and addressing user requests.

• Collaborate with IT and vendors (such as Cresta) to facilitate system updates, enhancements, and issue resolution.

• Convert established business and compliance requirements into system configurations and reporting logic.

• Assist business users by providing direction and responding to inquiries related to platform functionality and reporting.

⛳️ Requirements

• A bachelor’s degree in business, technology, or a related field, or equivalent experience.

• Over 2 years of experience in administering or configuring speech/conversation analytics platforms (Cresta is strongly preferred).

• 3-5 years of experience in Contact Center, QA, Compliance, or Operations within a regulated environment (financial services is preferred).

• Knowledge of call center technologies and speech analytics platforms.

• Proficiency in Microsoft Office applications.

• Capability to convey technical concepts to non-technical stakeholders.

🏝️ Benefits

• Flexible working arrangements.

• Professional development opportunities.