Remote Speech Analytics Analyst

Capacity; Minneapolis (MN); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Employer-paid health insurance (foryou

Profit Interest Units/incentive

Unlimited vacation policy

401(k) with a company match

Short term disability insurance

Group life AD&D insurance

A supportive, diverse workplace

A fun and collaborative team culture

Job summary

Capacity is seeking a Speech Analytics Analyst in Minneapolis, MN. The role partners with customers to uncover critical business drivers, configure the speech analytics platform, and deliver actionable insights across customer care, sales, quality, compliance, operations, and marketing.

You will help shape best-in-class AI solutions in the Customer Experience landscape, driving continuous improvement of the engagement model and delivering value through data-driven storytelling and client

Qualifications

• Previous experience in a call/contact center or strong grasp of conversational English.
• Strong analytical skills with pattern recognition and hypothesis-driven problem solving.
• Innovative mindset and ability to learn new technologies.
• Self-starter who can act independently and work with others.
• Excellent written and oral communication across business areas.
• Ability to work with product development, engineers, and business teams.
• Bachelor's degree in Business/Marketing/Communications/Statistics or equivalent experience.

Responsibilities

• Identify call events and phrases to train the analytics software.
• Recognize language patterns that drive business value.
• Review and validate data quality for analysis requirements.
• Create data stories and present to clients.
• Create, edit, and manage custom dashboard reports.
• Maintain solution libraries across customers and industries.
• Brainstorm value-added features using available technology.

Skills

Call center experience

Analytical thinking

Communication skills

Self-motivation

Team collaboration

Education

Bachelor's degree or equivalent experience in Business/Marketing/Communications/Statistics

Job description

Capacity is seeking a Speech Analytics Analyst in Minneapolis, MN. The role partners with customers to uncover critical business drivers, configure the speech analytics platform, and deliver actionable insights across customer care, sales, quality, compliance, operations, and marketing.

You will help shape best-in-class AI solutions in the Customer Experience landscape, driving continuous improvement of the engagement model and delivering value through data-driven storytelling and client