Call Center Speech Analyst

Role Overview

• Analyzing customer interactions using Verint’s Speech Analytics technology
• Identifying behavioral trends, operational inefficiencies, compliance risks, and improvement opportunities
• Maintaining categories, keyword libraries, and search queries
• Validating findings, identifying root causes, and quantifying business impacts
• Creating analytical narratives, incident summaries, and business cases
• Utilizing advanced analytical techniques and reporting methodologies
• Monitoring call activity near real-time for trends and issues
• Presenting findings, observations, and recommendations to leadership

Requirements

• Bachelor’s degree in business, Technology, Data Science, or equivalent
• Minimum 1-year experience in business analytics, speech analytics, or data reporting
• Minimum 1-year experience in the healthcare industry, with familiarity with Medicare-related data
• Prior experience working in a call center or customer service environment
• Proficiency in Microsoft Office suite or Google Workspace

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay
• Paid time off
• Award-winning culture of innovation
• Military-friendly workplace
• Full flex work weeks where possible
• Vacation, sick and personal time
• Paid parental, military, bereavement, and jury duty leave
• 15 days of paid leave per calendar year
• 10 paid holidays per year
• Paid Family Leave program with up to 160 hours of paid leave