Speech Analytics Analyst

This is a fully remote position, open to applicants in Minnesota, +1 more state.

📋 Description

• Collaborate with clients to identify key business drivers and requirements.

• Utilize and configure the speech analytics platform to deliver actionable solutions across customer care, sales, quality, compliance, operations, and marketing.

• Offer insights based on the voice of the customer.

• Analyze call events, including specific keywords and phrases, to train software in recognizing structured data that supports analytics and business objectives.

• Discover language patterns and conversational elements that contribute to business success.

• Assess, calibrate, and confirm data quality to ensure analytical requirements are met.

• Transform data analysis into compelling narratives and present them to clients.

• Develop, modify, and oversee custom dashboard reports.

• Organize and sustain solution libraries applicable across various customers and sectors.

• Generate ideas for value-added features and applications utilizing existing technology.

• Work in tandem with product development, engineering, and business teams.

• Assist in the ongoing enhancement of the customer engagement model and AI solutions.

⛳️ Requirements

• Prior experience in a call/contact center or a solid understanding of conversational English.

• Proven strong analytical abilities, skilled at recognizing patterns, and engaging in hypothesis-driven problem-solving.

• Creative mindset and eagerness to learn new technologies and software.

• Ability to adapt to shifting priorities within a developing business environment.

• Self-motivated individual who can work autonomously as well as collaboratively.

• Outstanding written and verbal communication skills, with the ability to connect across various business areas.

• Excellent listening and communication abilities, paired with a positive attitude for regular customer interactions.

• Capability to work effectively with product development, engineers, and business teams.

• Bachelor's degree in Business, Marketing, Communications, Statistics, or other quantitative fields, or equivalent experience.

• Familiarity with Contact Center business practices is preferred.

• Experience in Quality Assurance or Agent Training is preferred.

• Background in a startup environment is preferred.

🏝️ Benefits

• Employer-sponsored health insurance (for you and your eligible dependents).

• Profit Interest Units/incentive compensation.

• Unlimited vacation policy.

• 401(k) plan with company matching.

• Short-term disability insurance.

• Group life AD&D insurance.

• A supportive and diverse workplace that values respect for all individuals and clients.

• A fun and collaborative team culture.

• Remote work opportunities.

• Chances for Capacity team members to engage and educate Create A Loop students throughout the year.