Speech Analytics Analyst — AI CX Insights & Dashboards

Capacity

St. Louis (MO)

On-site

USD 45,000 - 55,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

401(k) with company match

Unlimited vacation policy

Short term disability insurance

Group life AD&D insurance

Profit Interest Units

Job summary

Capacity is seeking a Speech Analytics Analyst in St. Louis, MO to partner with customers and leverage our speech analytics platform.

The role focuses on uncovering business drivers, delivering voice of the customer insights, and driving improvements in customer engagement across care, sales, quality, and marketing. You will train and calibrate the analytics engine, review data quality, build stories and dashboards, and collaborate with product, engineering, and business teams to expand

Qualifications

Experience in a call or contact center or strong conversational English.
Demonstrated strong analytical skills and hypothesis-driven problem-solving.
Exceptional written and verbal communication skills; ability to collaborate across teams.

Responsibilities

Identify call events and phrases to train the software for analytics and business goals.
Analyze language patterns to derive business value and insight.
Review data quality and validate analysis requirements.
Create data-driven stories for clients and communicate insights.
Develop and manage custom dashboards and reports.
Maintain reusable solution libraries across customers and industries.
Brainstorm value-added features to extend platform capabilities.