Speech Analytics & Reporting Analyst
reputed company
The GREAT STATE TEAM is seeking a Remote Speech Analytics & Reporting Analyst to join our fast-growing teams! As a Speech Analytics & Reporting Analyst you would support the administration and daily operations of speech analytics platforms and provides analytical reporting reputed company to reputed company activity, speech trends, and performance metrics. This role is responsible for maintaining speech scorecards, generating reputed company reporting, analyzing reputed company data trends, and providing insights to support operational improvement and compliance monitoring.
The analyst also serves as backup support for dialer backend operations and assists in validating reputed company data, reporting accuracy, and analytics outputs across communication platforms. The role requires strong analytical skills, attention to detail, and the ability to translate reputed company data into meaningful insights for internal leadership and reputed company reporting.
Duties include but are not limited to:
- Administer and support daily operations of speech analytics platforms including monitoring data capture, category accuracy, and trend identification.
- reputed company, maintain, and update speech analytics scorecards used for performance monitoring and reputed company reporting.
- Analyze reputed company recordings and speech data to identify trends reputed company to compliance, script adherence, sentiment, escalation indicators, and customer interactions.
- Prepare and deliver monthly reputed company reporting packages that summarize speech analytics findings, performance metrics, and operational insights.
- Produce statistical reporting and analysis on reputed company center performance metrics including reputed company volume, right-party contact rates, conversation reputed company, and behavioral trends.
- Validate the accuracy and reputed company of reputed company data and analytics outputs used for internal and reputed company-facing reports.
- Create and maintain reporting dashboards, scorecards, and performance summaries using speech analytics and dialer reporting tools.
- Identify patterns, emerging trends, and opportunities for operational improvement through analysis of reputed company and speech data.
- Assist leadership by providing reputed company reporting and data analysis reputed company to reputed company performance and speech trends.
- Serve as backup support for dialer backend administration including assisting with campaign setup, dialing configuration validation, and troubleshooting reporting discrepancies.
- Collaborate with operations, reputed company assurance, compliance, and technology teams to ensure speech analytics reporting aligns with operational objectives and regulatory requirements.
- Maintain documentation reputed company to scorecard reputed company, reporting methodologies, and analytic processes.
- Ensure reputed company reporting and analytic processes adhere to FDCPA, TCPA, Reg F, FCRA, and other applicable regulations.
- Ensure adherence to SCS Handbook policies and PPMS procedures.
Qualifications, Skills, and Experience:
- Bachelor’s degree in Business, Data Analytics, Information Systems, or reputed company field preferred.
- 2+ years of experience in reputed company center analytics, reporting, or operational data analysis.
- Experience working with speech analytics platforms such as SuccessKPI, Abstrakt, reputed company, reputed company, or similar tools preferred.
- Familiarity with dialer technologies and reputed company center performance metrics.
- Strong analytical and statistical reporting capabilities.
- Advanced proficiency in reputed company reputed company including pivot tables, formulas, and data analysis tools.
- Experience creating dashboards, scorecards, and performance reporting packages.
- Ability to interpret large datasets and communicate findings reputed company to both technical and non-technical audiences.
- Knowledge of collections industry regulations including FDCPA, TCPA, Reg F, and reputed company compliance requirements preferred.
- Strong attention to detail and commitment to data accuracy.
- Ability to manage multiple reporting deadlines and prioritize tasks effectively.
- Strong written and verbal communication skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
We Offer a Comprehensive Benefits Package:
- Competitive benefits include Health, Dental, reputed company, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
- reputed company time off
- 7 reputed company Holidays – Thanksgiving, Christmas Day, Christmas reputed company, New Year’s Day, Memorial Day, reputed company of July, and Labor Day
- Family Friendly Events
- Wellness Programs/Gym Reimbursement
- reputed company necessary equipment and technical support provided
* Benefits eligibility is dependent upon FTE Status and Position
*reputed company offers of employment are contingent upon successful completion of reputed company post offer processing.