Senior Speech Analytics & Quality Assurance Specialist

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

Job summary

NewRez is seeking a Principal Quality and Speech Analytics Analyst to lead quality control, develop call monitoring modules, and identify risks using Post Call Analytic software for the Compliance and Legal division.

The role collaborates with multiple departments, provides data for training, builds Tableau dashboards, and mentors peers while ensuring data integrity and timely audits.

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 with MS Office; MS Excel required.

Responsibilities

• Develops 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 researching and reviewing accounts, items, or processes selected for audit.
• Facilitate discussions with management to ensure that directives and process changes are communicated.
• Provides call monitoring data for creating and conducting companywide training on new change directives.
• Maintains detailed categorical records to ensure efficient system operations and data integrity.
• Assists with generation of reports and workflow audits.
• Performs root cause analysis for any failing categories.
• Acts as a resource for external departments and aids with completing monthly audits.
• Assists with tracking, organization, and responses to audits.
• Works with analysts to assist with the enhancements and Tableau reporting.
• Provides guidance and mentoring to less experienced peers.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Skills

Quality assurance

Speech analytics

Data analysis

Tableau reporting

Mentoring

Education

Bachelor's degree in CS or related field

Tools

SQL

MS Excel

MS Office

Tableau

CallMiner

Job description

NewRez is seeking a Principal Quality and Speech Analytics Analyst to lead quality control, develop call monitoring modules, and identify risks using Post Call Analytic software for the Compliance and Legal division.

The role collaborates with multiple departments, provides data for training, builds Tableau dashboards, and mentors peers while ensuring data integrity and timely audits.