Call Center Speech Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $50.2k - $66.7k / year

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• Analyze customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunities • Maintain categories, keyword libraries, and search queries for accurate detection, classification, and measurement of customer interaction data • Validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendations • Translate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches • Develop analytical narratives, incident summaries, and business cases • Use Excel functions, pivot tables, formulas, PowerPoint presentations, and reporting methodologies to transform large datasets into dashboards, visual aids, and executive-level reporting • Partner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time • Identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attention • Validate analytical outputs through peer reviews, data verification, and departmental best practices • Present findings, observations, and recommendations to leadership and operational teams • Work 8:00am–4:30pm EST • Travel required less than 10%

🎯 Requirements

• Bachelor’s degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertise • Minimum 1-year experience in business analytics, speech analytics, or data reporting • Minimum 1-year experience in the healthcare industry • Familiarity with Medicare-related data collection and recovery activities • Prior experience working in a call center or customer service environment • Proficiency in Microsoft Office suite or Google Workspace applications • Ability to quickly learn and effectively use new software tools • Strong analytical, critical thinking, and problem-solving capabilities • Skills in analytics, customer service, data analytics, and Medicare • US Citizenship Required: No • Clearance Level Must Currently Possess: None • Clearance Level Must Be Able to Obtain: None • Public Trust/Other Required: None

🏖️ Benefits

• Comprehensive medical plan options, some with Health Savings Accounts • Dental plan options • Vision plan options • 401(k) plan with company match • Full flex work weeks where possible • Vacation, sick, personal time, holiday, paid parental, military, bereavement, and jury duty leave • 15 days of paid leave per calendar year for new employees, prorated based on hire date • 10 paid holidays per year, prorated based on hire date • Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees • Short- and long-term disability benefits • Life insurance • Accidental death and dismemberment insurance • Personal accident insurance • Critical illness insurance • Business travel and accident insurance • AI-powered career tool identifying career steps and learning opportunities • Internal mobility team supporting career goals • Comprehensive wellness packages • Award-winning culture of innovation • Military-friendly workplace