Principal Quality Analyst (CallMiner)

Qualifications and Education Requirements

• 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.

Skills, Abilities, and Knowledge

• Detail-oriented with excellent organizational skills and the ability to manage multiple tasks.
• Ability to work independently in a fast-paced environment and meet quick deadlines.
• Knowledge of Callminer (or other speech analytics software) required.
• Knowledge of Tableau reporting.
• Ability to perform coding, programming, and operation of voice recordings within software and its interface (API) platform.
• Serves as liaison to IT Data Analytics to ensure software coding and administration results in timely, accurate Tableau reports and dashboards.
• Assists junior teammates with the coding, programming, and operation of the software interface (API) platform.
• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.