Senior Quality & Speech Analytics Lead

Kforce Inc; Coppell (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Kforce Inc. in Coppell, TX seeks a Principal Quality and Speech Analytics Analyst to lead analytics, monitoring, and reporting initiatives across quality and speech data. You will evaluate interactions, drive improvements, and partner with stakeholders to ensure compliance and performance.

Responsibilities include developing dashboards, conducting root-cause analysis, and guiding teams on data integrity and reporting enhancements. This role requires strong SQL, Excel, and communication skills.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years in quality assurance, speech analytics, call monitoring, or related analytics.
• Experience with speech analytics, interaction analytics, or call monitoring platforms.
• Strong analytical, problem-solving, and data interpretation skills.
• Experience with reporting and dashboard tools.
• SQL or other data query languages knowledge.
• Proficiency with Microsoft Excel and Office applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Experience collaborating with cross-functional teams.
• Excellent organizational and time-management skills.
• Ability to work independently while maintaining data confidentiality.

Responsibilities

• Develop and maintain analytics, monitoring, and reporting solutions to identify trends, risks, and improvement opportunities.
• Analyze recorded interactions and operational data to evaluate quality, compliance, and performance.
• Partner with stakeholders to support audits, reviews, and quality assurance initiatives.
• Perform root cause analysis for identified issues and trends.
• Generate reports, dashboards, and actionable insights for operations and leadership.
• Support audit activities, documentation management, and response tracking.
• Collaborate with technical teams to enhance reporting capabilities.
• Maintain data accuracy, system integrity, and operational documentation.
• Communicate findings and recommendations to stakeholders.
• Provide guidance and training to team members as needed.

Skills

Quality assurance

Speech analytics

Call monitoring

Business analytics

SQL

Excel

Data interpretation

Dashboard reporting tools

Cross-functional collaboration

Time management

Data confidentiality

Education

Bachelor's degree or equivalent experience

Tools

Reporting tools

Microsoft Excel

Job description

Kforce Inc. in Coppell, TX seeks a Principal Quality and Speech Analytics Analyst to lead analytics, monitoring, and reporting initiatives across quality and speech data. You will evaluate interactions, drive improvements, and partner with stakeholders to ensure compliance and performance.

Responsibilities include developing dashboards, conducting root-cause analysis, and guiding teams on data integrity and reporting enhancements. This role requires strong SQL, Excel, and communication skills.