Remote Contact Center Interaction Analyst – Quality Assurance

The Christian Broadcasting Network; Dallas (TX); Remote; USD 50,000 - 75,000; Full time

Job summary

The Christian Broadcasting Network is seeking an Interaction Analyst to analyze customer interactions and enhance organizational strategies. The role involves analyzing audio data, improving performance metrics, and requires strong analytical and communication skills. Ideal candidates will have a background in business analysis and proficiency in data analysis tools.

Benefits

Competitive pay

Healthcare benefits

Qualifications

• 1-3 years of experience in Business or Quality Analysis.
• Knowledge of call center metrics and database query languages.
• Fluency in Spanish is a plus.

Responsibilities

• Analyze customer interactions using advanced speech analytics tools.
• Collaborate with operations to improve call performance metrics.
• Generate reports to support business goals.

Skills

Analytical skills

Communication skills

Technical skills

Data analysis

Language analysis

Education

Bachelor’s degree in related fields

Tools

CallMiner Eureka

SQL

SSRS

Microsoft Excel

Job description

The Christian Broadcasting Network (CBN) is seeking an Interaction Analyst responsible for analyzing customer interactions using advanced speech analytics tools. Key duties include understanding business objectives, analyzing audio data for insights, and communicating findings to enhance organizational strategies.

This role collaborates with operations and management to interpret data, improve call performance metrics, and increase customer satisfaction across various communication channels such as phone, email, and social media. Daily tasks involve requirements gathering, defining and creating keywords for analytics, and generating reports to support business goals.

The ideal candidate is disciplined, collaborative, and detail-oriented, with strong analytical, communication, and technical skills, particularly in data and language analysis.

The qualifications include:

1. Ability to work remotely with high-speed internet
2. 1-3 years of experience in Business or Quality Analysis
3. Knowledge of call center metrics and database query languages
4. Experience with CallMiner Eureka, SQL, SSRS is a plus
5. Proficiency in Microsoft Excel, including pivot tables, V-lookups, and formulas
6. Strong team player with excellent communication skills
7. Ability to handle multiple projects and adapt to changing priorities
8. Bachelor’s degree in related fields preferred; fluency in Spanish is a plus

CBN is a global nonprofit demonstrating God's love through media and humanitarian efforts. We offer a rewarding environment, competitive pay, and benefits including healthcare. Interested candidates should apply through our CBN Job Board.