Senior Speech Analytics & QA Lead

Healthcare Triangle, Inc.; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

NewRez seeks a Principal Quality and Speech Analytics Analyst to drive quality control, project development, and risk identification using Post Call Analytic software within the Compliance and Legal division. This role partners with multiple departments to build call monitoring modules and identify risks across the organization.

The candidate will lead searches for automated analysis, support audits, and help produce Tableau dashboards and reports while mentoring junior staff and maintaining

Qualifications

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

Responsibilities

• Develop 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 auditing accounts, items, or processes.
• Facilitate discussions with management to ensure directives and process changes are communicated.
• Provide call monitoring data for training on new change directives.
• Maintain detailed records to ensure data integrity and efficient operations.
• Assist with generation of reports and workflow audits.
• Perform root cause analysis for failing categories.
• Act as a resource for external departments and aid with monthly audits.
• Assist with tracking, organization, and responses to audits.
• Work with analysts to enhance Tableau reporting.
• Provide guidance and mentoring to junior teammates.

Skills

Speech analytics

Quality assurance

SQL

Excel

Tableau

Education

Bachelor’s degree in CS/IS or related field

Tools

Callminer

Tableau

MS Office

Job description

NewRez seeks a Principal Quality and Speech Analytics Analyst to drive quality control, project development, and risk identification using Post Call Analytic software within the Compliance and Legal division. This role partners with multiple departments to build call monitoring modules and identify risks across the organization.

The candidate will lead searches for automated analysis, support audits, and help produce Tableau dashboards and reports while mentoring junior staff and maintaining