Lead Quality & Speech Analytics Specialist (AI)

Simple Solutions; Town of Texas, Fort Worth (WI, TX); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Simple Solutions seeks a Principal Quality and Speech Analytics Analyst with AI focus for a Hybrid role (3 days on-site) in Dallas, TX. You will lead quality control, build call monitoring modules, and drive analytics using Post Call Analytic software.

The ideal candidate has 10+ years of QA or speech analytics experience, strong CallMiner and Tableau skills, and the ability to mentor peers while delivering timely reports and audits.

Qualifications

• Bachelor’s degree in computer science, Computer Information Systems, or a related field.
• 5+ years of related experience in quality assurance, speech analytics, or call monitoring.
• Experience with SQL is preferred.
• Experience in speech analytics/speech recognition is required.
• Experience with MS Office; MS Excel is required.

Responsibilities

• Develops searches designed for automated analysis and topic identification in recorded conversations.
• Collaborate with functional business units to provide feedback and recommendations to solve business needs, including researching and reviewing accounts, items, or processes selected for audit.
• Facilitate discussions with management to ensure directives and process changes are communicated.
• Provides call monitoring data for creating and conducting companywide training on new change directives.
• Maintains detailed categorical records to ensure efficient system operations and data integrity.
• Assists with generation of reports and workflow audits.
• Performs root cause analysis for any failing categories.
• Acts as a resource for external departments and aids with completing monthly audits.
• Assists with tracking, organization, and responses to audits.
• Works with analysts to assist with the enhancements and Tableau reporting.
• Provides guidance and mentoring to less experienced peers.

Skills

CallMiner experience

Speech analytics

Tableau reporting

Strong communication

Project management

Education

Bachelor’s degree in CS/CIS or related field

Tools

SQL

MS Excel

MS Office

Job description

Simple Solutions seeks a Principal Quality and Speech Analytics Analyst with AI focus for a Hybrid role (3 days on-site) in Dallas, TX. You will lead quality control, build call monitoring modules, and drive analytics using Post Call Analytic software.

The ideal candidate has 10+ years of QA or speech analytics experience, strong CallMiner and Tableau skills, and the ability to mentor peers while delivering timely reports and audits.