Note: The job is a remote job and is open to candidates in USA. Capacity provides an AI-powered support automation platform that helps teams automate support and business processes. The Speech Analytics Analyst partners with customers to configure speech analytics solutions, identify conversational patterns, and turn data into actionable insights for customer care, sales, quality, compliance, operations, and marketing.
Responsibilities
- Using a curious and intuitive approach, determine what call events (keywords and phrases) to train the software to recognize as structured data to support analytics and business goals
- Analytical and knowledgeable, recognize pertinent language patterns and conversational content that lead to business value
- Review, calibrate, and validate the quality of data to verify analysis requirements
- Create stories from data analysis and communicate them to clients
- Create, edit, and manage custom dashboard reports
- Manage and maintain solution libraries that can be used across customers and industries
- Brainstorm value-added features and applications to use the available technology further
Skills
- Previous experience in a call/contact center or a firm grasp of conversational English
- Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving
- Innovative mindset, aptitude for learning new technologies/software, and dexterity to adjust to changing priorities within an emerging business
- Self-starter who can act independently and work collaboratively
- Exceptional written and oral communication skills, including an ability to communicate across business areas
- Excellent listening & communication skills and a positive attitude are required for frequent interaction with customers
- Ability to work effectively with product development, engineers, and business team
- Bachelor's degree in Business, Marketing, Communications, Statistics, or other quantitative-oriented fields or equivalent experience
- Knowledge of Contact Center business practices
- Quality Assurance / Agent Training experience
- Experience at startup based environment
Benefits
- Employer-paid health insurance (for you and your eligible dependents)
- Profit Interest Units/incentive compensation
- Unlimited vacation policy
- 401(k) with a company match
- Short term disability insurance
- Group life AD&D insurance
- A supportive, diverse workplace where we prioritize respect for each other and our clients
- A fun and collaborative team culture
- Capacity is a remote workforce
- There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.
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