Note: The job is a remote job and is open to candidates in USA. GDIT is a global technology and professional services company delivering technology solutions and mission services to government, defense, and intelligence organizations. The Call Center Speech Analyst will analyze customer interactions using speech analytics technology, identify trends and compliance risks, and develop actionable insights, dashboards, and reports. The role also partners with operational and business teams to monitor call activity and validate analytical findings.
Responsibilities
- Work 8:00am - 4:30pm EST, analyzing customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunities
- Maintain categories, keyword libraries, and search queries to ensure accurate detection, classification, and measurement of all customer interaction data to validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendations
- Translate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches to develop comprehensive analytical narratives, incident summaries, and business cases, while maintaining a high degree of accuracy, consistency, and attention to detail
- Utilize advanced analytical techniques, excel functions, pivot tables, formulas, power-point presentations, and reporting methodologies to transform large datasets into meaningful dashboards, visual aids, and executive-level reporting
- Partner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time to identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attention
- Validate analytical outputs through peer reviews, data verification, and departmental best practices to ensure reporting accuracy, consistency, and adherence to established standards when presenting findings, observations, and recommendations to leadership and operational teams
Skills
- Analytics, Customer Service, Data Analytics, Medicare, Microsoft Office
- 2 + years of related experience
- No
- Less than 10%
- Bachelor's degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertise
- Minimum 1-year experience in business analytics, speech analytics, or data reporting
- Minimum 1- year experience in the healthcare industry, with familiarity of Medicare-related data collection and recovery activities
- Prior experience working in a call center or customer service environment
- Proficiency in Microsoft Office suite or Google Workspace applications is mandatory to independently manipulate data, translate business requirements, present findings, and develop analytical solutions
- Proven ability to quickly learn and effectively use new software tools, strong analytical, critical thinking, and problem-solving capabilities
Benefits
- AI-powered career tool that identifies career steps and learning opportunities
- An internal mobility team focused on helping you achieve your career goals
- Comprehensive benefits and wellness packages
- 401K with company match
- Paid time off
- Medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Vacation, sick and personal time
- Paid holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- Typically 15 days of paid leave per calendar year to be used for vacations, personal business, and illness
- An additional 10 paid holidays per year
- Up to 160 hours of paid leave in a rolling 12 month period for eligible employees through the GDIT Paid Family Leave program
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
Company Overview
Company H1B Sponsorship