Speech Analytics Analyst

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❄️ Minnesota, Missouri – Remote

❄️ Minnesota – Remote 🏰 Missouri – Remote

💵 $45k - $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

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Capacity

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

📦 Logistics

🛍️ eCommerce

🚗 Transport

Logistics • eCommerce • Transport

Capacity is a third-party logistics (3PL) and fulfillment company that provides nationwide U. S. and UK warehousing, order fulfillment, and value-added services for eCommerce, DTC, and retail brands. The company emphasizes smooth onboarding, integrated technology and data to power decisions, and tailored operations (including hazmat handling and retail/node selection) to protect brand experience and support growth. Capacity partners with consumer-facing brands across beauty, wellness, apparel, electronics, and CPG to deliver fast, cost-effective distribution and omnichannel fulfillment.

📋 Description

• Partner with customers to uncover critical business drivers and needs • Leverage and configure the speech analytics platform to drive actionable solutions for customer care, sales, quality, compliance, operations, and marketing • Provide voice-of-the-customer insight • Determine call events, including keywords and phrases, to train software to recognize structured data supporting analytics and business goals • Identify language patterns and conversational content that lead to business value • Review, calibrate, and validate data quality to verify analysis requirements • Create stories from data analysis and communicate them to clients • Create, edit, and manage custom dashboard reports • Manage and maintain solution libraries usable across customers and industries • Brainstorm value-added features and applications using available technology • Collaborate with product development, engineering, and business teams • Contribute to continuous improvement of the customer engagement model and AI solutions

🎯 Requirements

• Previous experience in a call/contact center or a firm grasp of conversational English • Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving • Innovative mindset and aptitude for learning new technologies/software • Dexterity to adjust to changing priorities within an emerging business • Self-starter who can act independently and work collaboratively • Exceptional written and oral communication skills, including an ability to communicate across business areas • Excellent listening and communication skills and a positive attitude for frequent interaction with customers • Ability to work effectively with product development, engineers, and business team • Bachelor's degree in Business, Marketing, Communications, Statistics, or other quantitative-oriented fields or equivalent experience • Knowledge of Contact Center business practices (preferred) • Quality Assurance / Agent Training experience (preferred) • Experience in startup based environment (preferred)

🏖️ Benefits

• Employer-paid health insurance (for you and your eligible dependents) • Profit Interest Units/incentive compensation • Unlimited vacation policy • 401(k) with a company match • Short term disability insurance • Group life AD&D insurance • A supportive, diverse workplace where we prioritize respect for each other and our clients • A fun and collaborative team culture • Remote workforce • Opportunities for Capacity team members to serve and educate Create A Loop students throughout the year