Speech Analytics Administrator

🔥 12 hours ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🖥️ Administration

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CNG Holdings, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

👥 B2C

Finance • B2C

CNG Holdings, Inc. is a family of brands dedicated to providing personal financial solutions through innovative products and services. The company aims to empower customers and communities by offering installment loans and financial services both online and in retail locations. CNG Holdings operates brands such as Xact, Check 'n Go, Allied Cash Advance, and Cash Store, which focus on helping individuals meet their financial needs responsibly. The company emphasizes making a difference in the lives of its customers by delivering solutions that enable a better financial future.

📋 Description

• Support administration of the Cresta platform, including user setup, access management, and basic system configuration • Build and maintain speech analytics components such as: Blocks (Standard and GenAI), Rules and Categories, Scorecards and evaluation frameworks, Searches and dashboards • Assist in monitoring data quality and system performance, including validating outputs and identifying inconsistencies • Act as a point of contact for platform support, helping to troubleshoot issues and fulfill user requests • Partner with IT and vendors (e.g., Cresta) to support system updates, enhancements, and issue resolution • Translate defined business and compliance requirements into system configurations and reporting logic • Support business users by providing guidance and answering questions related to platform functionality and reporting

🎯 Requirements

• Bachelor’s degree in business, technology, or related field or equivalent experience • 2+ years of experience administering or configuring speech/conversation analytics platforms (Cresta strongly preferred) • 3-5 years of experience in Contact Center, QA, Compliance, or Operations within a regulated environment (financial services preferred) • Familiarity with call center technologies and speech analytics platforms • Proficient in Microsoft Office programs • Ability to communicate technical concepts to non-technical stakeholders

🏖️ Benefits

• Flexible working arrangements • Professional development opportunities