Remote Speech Analytics Analyst | AI-Driven CX Insights

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

Benefits offered by this job

Health insurance

401(k) match

Unlimited vacation

Short-term disability

Group life insurance

Job summary

Capacity is seeking a Speech Analytics Analyst to partner with customers, configure the speech analytics platform, and derive actionable insights across customer care, sales, quality, compliance, operations, and marketing. You will train the software on call events, validate data quality, and translate findings into compelling client stories and dashboards.

You will collaborate with product teams to shape best-in-class AI solutions in the evolving customer experience landscape, contributing to

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Statistics, or related field
• Strong analytical and problem-solving skills
• Experience in call centers or customer-facing roles
• Excellent written and verbal communication
• Ability to work independently and with others

Responsibilities

• Determine what call events (keywords/phrases) to train the software to recognize as structured data
• Identify language patterns and conversational content that drive value
• Review, calibrate, and validate data quality for analysis requirements
• Create stories from data and communicate them to clients
• Create, edit, and manage custom dashboard reports
• Manage solution libraries across customers and industries
• Brainstorm value-added features using available technology

Skills

Customer Focus

Analytical

Plans & Aligns

Communication

Teamwork

Education

Bachelor's degree

Job description

Capacity is seeking a Speech Analytics Analyst to partner with customers, configure the speech analytics platform, and derive actionable insights across customer care, sales, quality, compliance, operations, and marketing. You will train the software on call events, validate data quality, and translate findings into compelling client stories and dashboards.

You will collaborate with product teams to shape best-in-class AI solutions in the evolving customer experience landscape, contributing to