Analytics Engineer
Openkyber
JOB TITLE: Principal Quality & Speech Analytics Analyst CallMiner
We are seeking an experienced Principal Quality & Speech Analytics Analyst with strong hands-on expertise in CallMiner or comparable speech analytics platforms . The role will focus on developing and optimizing post-call analytics, automated conversation searches, call-monitoring modules, quality controls, and risk-identification capabilities.
The ideal candidate will have experience working with speech analytics, voice recordings, APIs, Tableau reporting, quality/audit processes, and root-cause analysis . Strong hands-on CallMiner experience is the primary requirement for this position.
Key Responsibilities- Develop and maintain CallMiner searches and queries for automated analysis and topic identification across recorded customer conversations.
- Design and enhance call-monitoring modules to identify quality, compliance, and business risks.
- Analyze recorded conversations using speech analytics and speech-recognition technologies .
- Partner with business teams to understand requirements and translate them into effective speech-analytics searches and monitoring logic.
- Research and review accounts, conversations, processes, and data selected for audit.
- Perform root-cause analysis for failing categories and identified risks.
- Maintain detailed categories and configurations to ensure system accuracy and data integrity.
- Generate reports and support workflow and quality audits.
- Support monthly audits and assist with tracking, organization, and audit responses.
- Work with analysts on enhancements and Tableau reports and dashboards .
- Partner with IT/Data Analytics teams to ensure accurate and timely reporting.
- Support coding, programming, and operation of voice-recording software and API integrations .
- Facilitate discussions with business and management teams regarding findings and process changes.
- Provide call-monitoring data to support training and process-improvement initiatives.
- Mentor junior analysts on speech analytics, software configuration, APIs, and reporting.
- Manage multiple analytics and quality initiatives within defined deadlines.
Good to Have
- SQL experience.
- Tableau reporting and dashboard experience.
- Experience with Compliance, Legal, Risk, or Quality organizations.
- Experience with API integrations involving voice-recording or speech-analytics platforms.
- Bachelor's degree in Computer Science, Information Systems, or a related discipline.
- CallMiner Strong Hands-On Experience
- Speech Analytics / Speech Recognition
- Post-Call Analytics
- Call Monitoring / Quality Analytics
- CallMiner Search Development
- Voice Recording Analytics
- Quality Control / Quality Assurance
- Risk Identification & Analysis
- Root Cause Analysis
- Tableau
- API / Software Integration
- Audit Support
- Microsoft Excel
For applications and inquiries, contact:View email address on us.fitly.work
Vacancy posted 3 days ago
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