Senior Principal Quality and Speech Analytics Analyst

About the role

INFOLOB is seeking a Senior Principal Quality and Speech Analytics Analyst for the Compliance and Legal division of a client. The role provides quality control, project development, and risk identification using post-call analytics software. It works with various departments to develop call monitoring modules and identify risks.

Responsibilities

• Develop searches for automated analysis and topic identification in recorded conversations.
• Collaborate with business units to provide feedback and recommendations, including researching and reviewing accounts, items, or processes selected for audit.
• Facilitate discussions with management to communicate directives and process changes.
• Provide call monitoring data for companywide training on new change directives.
• Maintain categorical records to support system operations and data integrity.
• Assist with reports, workflow audits, root cause analysis for failing categories, and monthly audits for external departments.
• Assist with tracking, organizing, and responding to audits.
• Work with analysts on enhancements and Tableau reporting.
• Guide and mentor less experienced peers, convey information accurately, and perform related duties assigned by management.

Requirements

• A bachelor's degree in computer science, Computer Information Systems, or a related field is preferred.
• 5+ years of related experience in quality assurance, speech analytics, or call monitoring.
• SQL experience is preferred.

Key facts

• The position is a 6-month contract to hire.
• A bachelor's degree in computer science, Computer Information Systems, or a related field is preferred.
• The role requires 5+ years of related experience in quality assurance, speech analytics, or call monitoring.
• SQL experience is preferred.