Qualifications and Education Requirements
Bachelor s degree in computer science, Computer Information Systems, or related field preferred.
5+ years of related experience in quality assurance, speech analytics, or call monitoring.
Experience with SQL is preferred
Experience in speech analytics/speech recognition required.
Experience with MS Office; MS Excel required.
Skills, Abilities, and Knowledge
Detail-oriented with excellent organizational skills and the ability to manage multiple tasks.
Ability to work independently in a fast-paced environment and meet quick deadlines.
Knowledge of Callminer (or other speech analytics software) required.
Knowledge of Tableau reporting.
Ability to perform coding, programming, and operation of voice recordings within software and its interface (API) platform.
Serves as liaison to IT Data Analytics to ensure software coding and administration results in timely, accurate Tableau reports and dashboards.
Assists junior teammates with the coding, programming, and operation of the software interface (API) platform.
Strong verbal communication skills; strong writing and composition abilities.
Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
Strong influencing and negotiation skills; consultative and collaborative work style.
High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.